City officials describe the information and complaint line as "a front office to all non-emergency services"
Following a failed attempt at a launch in 2009, the 3-1-1 information line in the city of New Orleans has handled 151,650 calls since its re-launch on March 26th of last year.
Briefing city council members on Monday, officials said the information and complaint line is averaging 600 to 800 calls per day and is presently capable of handling about 200,000 calls on an annual basis.
Calls spiked to over 30,000 around the time of Hurricane Issac last year as call agents fielded questions about the city's assisted-evacuation program and later, debris removal and mosquito control. Those answering the phones were on duty 24/7 during the storm.
Officials say the goal is to handle calls in under three minutes and serve as a "front office to all non-emergency services the city provides."
In addition to fielding inquiries and complaints about sanitation services, pothole repairs, maintenance of streets and neutral grounds, the 3-1-1 agents also answers questions about special events such as elections and this week's Super Bowl.
Council member Susan Guidry says she has heard from constitutents about a lack of follow-up on complaints after they've made three or four calls to 3-1-1.
3-1-1 supervisors said they are not yet fully prepared to track the status of all service requests submitted to various city departments, but they are working toward being able to do that.