I wanted to take the opportunity to respond to a number of letters published in the Winnipeg Free Press: Fix transparency, 311 (April 7), and 311 ineffective (April 14).
The authors persist that 311 is an ineffective service, and they go so far as to call it a “sham”. I strongly disagree. 311 was developed to ensure expedient referrals of information, and to act as a liaison between the public and relevant city services. Rather than bogging down departmental offices, 311 staff have been trained to deal with a wide-range of questions, and for the most part, are able to help the public immediately. The staff at 311 are Winnipeggers, and are not answering calls from outsourced call centres in other countries. They are the best equipped to deal with calls, and, as Winnipeggers, are proud of their work and service to the community. 311 staff took the brunt of the community’s anger towards the city for our municipal leaders’ failure to respond to snow clearing, garbage collection, and frozen water pipes. These call centre staff, though not directly responsible, took ownership in doing their best to help citizens’ concerns.
I believe 311 staff deserves credit, not condemnation.
Mike Davidson, President, CUPE Local 500
