Residents should expect response delay to service requests

The 311 Service Center will upgrade its Customer Relations Management (CRM) system this weekend. The upgrading and testing process will start at 7 p.m. Friday, June 7, through Sunday, June 9. This impacts the 311 CRM (Lagan) system. It's the program used for processing service requests.

During this upgrade period, the Lagan system will also be unavailable to City staff. This impacts both online service requests and mobile app cases.

Impact details

• Online service requests:
  • All online service request forms will be disabled.
  • A maintenance message will display informing users of the temporary unavailability.
• Mobile app cases:
  • The public can submit service requests via the app. But staff will not receive or process them until the system is back online on Monday morning.
  • When mobile users submit a request, they will receive an email about the maintenance and service delay.
  • Once the system is back up, staff will manually sync each mobile app case received during the maintenance period.

Community awareness

311 is committed to ensuring residents are informed about this interruption. We want you to know what to expect and how to reach us during this time. Customers will be alerted in the following ways:

• 311’s webpage
• A recorded phone message (before connecting to an agent has been activated)
• Social media
• Newsletters

Remember, all emergency calls and reports should be directed to 911.

During the upgrade

Residents can still call 311 and leave a message during the software update. Or they can send an email to 311.