Celebrating six years for 311 in Lethbridge

With today being March 11, 3-1-1 day, it has now been six years since the City of Lethbridge launched its 311 service for the community.

Since being introduced in 2019, Lethbridge 311 has taken nearly 650,000 calls from the community – for an average of almost 9,000 a month. In 2024, between the 311 Contact Centre and 311 at City Hall, the team had:

• Nearly 110,000 calls
• Nearly 7,500 chats
• More than 26,000 in-person visits
• More than 110,000 information requests (basically an average one per each resident of the city)
• More than 30,000 service requests
• About 83 per cent of calls answered within 30 seconds

“We’re always pleased to provide our residents and visitors with important and timely information about our City facilities, programs and services,” says Cathy Gejdos, Manager of 311 Customer Service and Corporate Performance.

At 311, the focus remains on being a friendly and service-focused department. The team also answers calls and chats from residents seeking information about more than just regular City business.

“Handling more than 100,000 calls annually, alongside in-person and online chat support, it's incredibly rewarding to receive positive community recognition and hear residents thank our City workers," Gejdos says. "Seeing our staff end calls with a smile fills us with pride. We've dedicated six years to serving our residents in this way, and we're committed to continuing for many years to come.”

In 2023, Lethbridge 311 saw the introduction of two new functions: 311 live chat and a new inquiry resolution process. These functions have helped to connect residents with the information they need, as quickly and efficiently as possible.

Residents are encouraged to contact 311 for the most up-to-date information regarding City services, ongoing events and service availability. Service requests can also be made through 311 with everything from pothole repairs, graffiti removals to getting that old couch picked up and sent to the landfill.

Live agents are available Monday to Friday from 8 a.m. to 4:30 p.m. with an after-hours trouble line available for urgent requests like power outages and watermain breaks. 

For more information about 311 services or to submit a service request via live chat, visit lethbridge.ca.