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311


V.20 No.1 | 1/6/2011
Esther Tenenbaum in the 311 call center
Eric Williams ericwphoto.com

Newscity

The Hub

The eyes and ears of Burque

A lonely woman used to call 311, the city's information hotline, in the dead of night. She said her husband was a doctor, that she was home alone and just wanted to say hi. Operators got to know her on a personal level, says Esther Tenenbaum, division manager. "That's great, but that's not why we're here."

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City of Albuquerque

Albuquerque's 311 Hotline: It’s No Longer Their “Pleasure to Serve You” at Night

Bad news for those Albuquerque residents needing information about city services late at night or early in the morning—the city announced yesterday that it was cutting hours for the 311 Citizen Contact Center service, which allows Albuquerque residents to call for information about City-sponsored events and services as well as report the problems they want taken care of.

The new hours for 311 are 6 a.m. to 9 p.m. from Monday to Saturday, while on Sunday the hours are further shortened to 9 a.m. to 6 p.m. This is a little more than half of the original 24/7 operating time, but according to an announcement on the City of Albuquerque's Website, less than two percent of calls to the 311 line came after 9 p.m. The news release stated that the city will save $500,000 by closing the call center overnight.

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