History of the Citizen Contact Center/City Link

When Lee Garrity was named the city manager in 2006, one of his highest priorities was to improve how we serve our citizens. He created City Link 311, a division responsible for handling all calls with a goal of one-call resolution. In most cases, City Link 311 employees will answer questions about city services, programs, and events or initiate a request for service to be rendered from just one call from the citizen.

In February of 2007, the Citizen Contact Center was developed.  A Director and support staff were hired and trained, processes were developed and a few months later the center began addressing customer questions and concerns.

In December 2007, a new name was chosen and "City Link 311" now supports many of the city departments and non-emergency calls.  Due to rapidly increasing call volume City Link 311 soon found itself needing additional staff and a bigger location for operations.  In January 2008, the center moved to its new home on the ground level of the Bryce A. Stuart Building.

July 2014, City Link 311's hours changed from 24 hours a day, seven days a week to 7:00 a.m. and 7:00 p.m. weekdays, 9:00 a.m. to 5:30 p.m. weekends and all holidays with the exception of New Year’s Day, Thanksgiving Day, and Christmas Day.

Citizens may still contact City Link 311 for non-911 emergencies such as water main breaks, downed trees in the roadway and traffic lights that are out after normal business hours and the issue will be forwarded to the appropriate on-call personnel. 

The centralized phone number is 311 (in Winston-Salem)or 727-8000 and TDD access is available by calling 727-8319.

City Link 311



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