I sympathize with the letter-writer who sent in yet another sad story about 311 inertia. I have much anecdotal evidence (which I will spare you) in agreement with that letter. In order to improve the ...

Many callers are waiting too long on the line for a 311 agent, the auditor general says. Ken Hughes made 34 recommendations to the city on how to better run the contact centre. There are no procedures ...

Residents emailing city hall’s service centre in the future might see quicker responses if council approves a new standard applied to answering the messages. According to a new Service Ottawa report, ...