Bonnycastle Homestead Association

MetroCALL

The MetroCALL number, 311 for most of us, or 574-3333 if 311 doesn't work for your phone, was created in 1989 as CityCALL for a way to improve citizens’ access to city government. It was reorganized Jan 6, 2003 after our government re-organization.
This should be your FIRST point of contact for any local governmental problem, or source of information.


Individuals can register concerns, offer suggestions, or inquire about City services such as waste collection/junk removal; recycling programs; public events; inspections, permits and licenses; environmental or beautification needs, etc.


Eight CityCALL representatives serve as ambassadors to city government. Experienced representative forward inquiries and requests directly to City departments for specialized handling. In addition, the representatives give school group tours of City Hall.


Before CityCALL, citizens spent many frustrated moments searching for the correct agency to address their needs. For example, in 1989 a citizen called several agencies to complain about a vacant lot. Consequently, three different city crews showed up on the same day to cut and clean the lot.


Over one million incoming calls have been processed since its inception. CityCALL averages 700 phone calls per day.


In 2000, CityCALL handled 170,938 incoming calls that resulted in 55,007 customer concerns being sent to various City departments for processing.


Not only can citizens find answers quick, but also agencies are held accountable for service requests and complaints.


In 1996, the John F. Kennedy School of Government at Harvard University developed a case study on Louisville’s CityCALL that is now part of the regular curriculum in Harvard’s Operations Management course. Two professors who did research on the program found CityCALL to be an efficient and effective customer-service center. It makes local government service-friendly by being the intermediary between citizens and City government departments.


Persons can email CityCALL at any time at citycall@louky.org.

Links

MetroCALL