Provo 311 just celebrated our 10-year anniversary and it’s been quite the journey! I started working for Provo City in 2005 as a Customer Service Representative in the Power Department. At the time, the utility billing call center was a small room in the old Power Department building with just four desks and phones the size of cinderblocks. There was no training program to speak of; we were just handed a training manual and told to jump in. Thank goodness for retiree, Debbie Elliott, who held my hand for the first few months. She kindly explained to me what power was and why people had to pay for it. (I was pretty naive at 18...) Who would’ve thought I’d still be here all these years later!
In 2012, former Mayor Curtis had the vision for a 311 call center and we made the big move from the Power Department to the City Center. We were one of the very first 311 call centers in the state and we had a lot to learn, but we did it! Now other cities in the State, even Utah County, are opening 311 call centers similar to ours.
The department has accomplished a lot in the past decade, here are just a few highlights:
• Answered over 1 million calls
• Generated 4.5 million utility bills
• Completed 18,500 fingerprints – that’s 185k fingers!
• Processed 4,500 passport applications
We’ve been through a lot of changes recently and have embraced the challenge. Out of 26 positions in the department, only 9 people are still in the same position they were one year ago. We’ve had a lot of promotions transfers, and other departments stealing our employees! It has been great because there has been so much growth and learning. I feel good about the direction we’re going and confident for things to come.
So, what’s next for Provo 311? You tell us! What services can we provide for your department? Give us a call if you think there is something our amazing team can help with. We’re here for you!
UPCOMING CITY EVENTS
NEWS YOU CAN USE
- At least 19 children and two teachers were killed after a gunman opened fire at Robb Elementary in Uvalde, Texas, located roughly 80 miles west of San Antonio. It marks the worst attack on a US elementary school since 2012. Partial details on the victims were available as of this morning.
- President Joe Biden indicated yesterday the US would militarily defend Taiwan if China were to invade the island, a statement which came amid a visit to Japan. The comments appeared to depart from a decades-old policy of strategic ambiguity defining the US stance toward Taiwan (see 101). The White House later clarified the country's position on Taiwan had not changed.
- Colin Cantwell, the artist who designed many of the spacecraft in the Star Wars films, has died at the age of 90. Cantwell's first credit came on Stanley Kubrick's 1968 sci-fi movie 2001: A Space Odyssey.
- Researchers discover a neural circuit in the retina that allows mice to detect shadows even in near-complete darkness, say similar circuitry exists in humans.
- The Gulf Coast and the eastern United States are expected to experience above-average hurricane activity this year, the National Oceanic and Atmospheric Administration announced yesterday.
YOUR VOICE
Have any exciting news? Birthdays, babies, weddings, fur-babies, graduations? Share about it in the section on the right --> and upload pics below!
UPLOAD PICTURES HERE!EMPLOYEE / DEPARTMENT HIGHLIGHT
Our highlight today comes from an anonymous poster who didn't include their name, but sounds like something cool to check out:
"When I worked at Franklin Covey, I was one of the people in the pilot class for the Speed of Trust training.
I know it's cliché, but that training changed my life."
FUN STUFF
I hope you enjoy these call center memes!
Amanda
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