History

History of the Citizen Contact Center / City Link

Creation of City Link 311

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.

Citizen Contact Center

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.

New Name & Location

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.

Hours Change

The previous hours for City Link 311 were:

• Monday through Friday
  7 a.m. to 7 p.m.
• Saturday and Sunday
  9 a.m. to 5:30 p.m.
• All holidays with the exception of New Year's Day, Thanksgiving Day, and Christmas Day
  9 a.m. to 5:30 p.m.

In December 2015, the City Link 311 hours changed to:

• Monday through Friday, including Good Friday and the Day after Thanksgiving Day
  7 a.m. to 7 p.m.
• Saturday and Sunday
  9 a.m. to 5:30 p.m.

Emergencies

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.

Centralized Phone Number

The centralized phone number is 311 (in Winston-Salem) or 336-727-8000. TDD access is available by calling 336-727-8319.