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Home > City Departments > Citizens Services > 311 Call and Resolution Center > Benefits of 311

BENEFITS OF 311

The 311 service is part of an ongoing effort by the City of Buffalo to make city government effective and more responsive to the needs of residents, its business owners, and visitors. Residents of Buffalo need to know only two numbers to access all City of Buffalo services: 9-1-1 for EMERGENCIES and 3-1-1 for all non-emergency and city government services. 

The benefits, efficiencies and core values of our city-wide 311 initiative are:
  • Improved customer service by giving the constituent one convenient number to call for all non-law enforcement City services.
  • Reduce non-law enforcement call volume in the 911 center, helping Buffalo Police Department operations to be more efficient and increasing BPD’s capacity to accomplish its mission.
  • The ability to leverage existing call center resources across the City and standardize call taking policies and procedures in one center.
  • Provide the Mayor and city officials with detailed performance metrics on how efficiently call for services are being handled by the City.
  • Spot trends early and allow staff to take corrective action before problems become major issues.
  • Elevate the citizen’s perception of the City’s service delivery to “best of class” status.
  • Streamline the City’s core service processes through business process re-engineering in conjunction with the implementation of a Customer Relationship Management package, conforming to City policies, procedures, and regulations.
  • Eliminate administrative activities that add no value, such as redundant keying, call transferring and reconciling of data within all city departments.
  • Make information more readily available as appropriate, to all City departments, the public, and the business community.
  • Increase transactions (e.g., handle processing for larger volumes of citizens’ requests for service and information).
  • Improve citizen satisfaction and communication for City services.
  • Give citizens the choice of communication channels (self-service, postal correspondence, telephone, voice response, Internet, remote site, direct customer contact) by providing citizens access anytime and in many locations.
  • Provide citizens with self or agent-assisted help/service.
  • Personalize every citizen interaction and transaction uniquely to the citizen request.
  • Learn more about citizens’ needs based on analysis of requests for service.
  • Provide a knowledge base for citizen contact by predefining and establishing general citizen information.
  • Enable employees to deliver better customer services to callers with the appropriate tools, processes and information.