City Launches Information, Services Hotline

Getting information, services and support from the city is now just a dial away.

The Department of Public Works launched the Pasadena Service Center or the 311 Call Center on Friday, January 24.

The construction of the call center was completed on September 20th of last year. Ten days after, the customer service representatives started training for the job.

About 10,000 phone calls were made to the City Service Center since October 28, when the project was “soft launched.” The department said its representatives answered 80 percent of the calls within 30 seconds.

The department received calls from the following city extensions: 4000 for the City of Pasadena’s main number, 4087 for the Department of Public Works, 4321 for the Parks and Natural Resources Division, 7622 for the graffiti abatement and 7311 for the Citizen Service Center direct telephone line.

The extensions will remain intact and route to the Citizen Service Center. Additional telephone lines will transition to the 311 Call Center over time, the department said.

The Citizen Service Center operates from Monday through Friday from 8:00 a.m. to 5:00 p.m. An auto attendant will be available after hours to direct the calls to the concerned departments and to provide the callers with the option to leave a voice-mail message. The department said the service center personnel will act upon the messages “first thing in the morning.”

The department noted that the data from the after-hours calls will be used to determine the need for future Citizen Service Center hours extensions including a possible 24-hour service.

The Citizen Service Center mobile application will also include a Call Us Now button, giving users the option of reaching live assistance if desired.

For more information, contact Mandy Templeton, Citizen Service Center manager, at (626) 744-7151 or via email at mtempleton@cityofpasadena.net. The Citizen Service Center can be reached by telephone at (626) 744-7311 or via email at pasadena311@cityofpasadena.net.