A person uses a cell phone in Ottawa on Monday, July 18, 2022. (THE CANADIAN PRESS/Sean Kilpatrick)
Average wait times for Winnipeg’s 311 service have dropped by 89 percent since 2022, according to the City of Winnipeg.
Mayor Scott Gillingham highlighted the improvement on National 311 Day on Wednesday, noting residents waited an average of 11 minutes and 22 seconds to reach 311 in 2022. By 2025, that average had fallen to just one minute and 15 seconds.
Reducing wait times to under three minutes was one of Gillingham’s commitments during the 2022 municipal election. The city says the improvement was achieved by increasing funding for 311 operations and adding more frontline staff.
The city has also introduced new tools to help residents access services, including a 311 chatbot and the MyAccount citizen portal for self-serve requests.
Officials say a similar strategy is now being applied to the Water and Waste utility billing centre by adding staff in an effort to reduce wait times and improve customer service.
