LEAGUE CITY — Residents frustrated by delays in responses to their calls to the city’s 311 phone system got a bit of good news Thursday. The system was overhauled.
City Manager Mark Rohr worked with staff members to revamp the system after several complaints that city staffers were too slow to respond to complaints.
The 311: League City Listens service was set up so residents would have a single phone number to call to complain about issues with trash or water service, or with sidewalks, potholes or abandoned cars.
Residents are supposed to be able to call 311 from a landline or even a mobile phone that is within the city limits to get help. The system has an online component as well as an iPhone app.
The system went online in 2008 but has not been reliable in recent years. Rohr said he got an earful about issues during a meeting with the HOA Alliance soon after he went to work for the city a few months ago.
“(The 311 system) was a topic of discussion at the very first meeting I had with homeowners,” Rohr said.
“I promised citizens that we would take a look at the system and work to find opportunities to make it a more effective source for reporting issues and requesting action.”
The city spent three months overhauling the system, city spokeswoman Kristi Wyatt said.
Now a 311-call operator will be on duty from 8 a.m. to 6 p.m. Monday through Thursday and from 8 a.m. to noon Friday.
That operator will ask a few questions, including the name of the caller, address and a return phone number in addition to finding out what the issue is they are calling about.
Once a work order is created, it will be sent to the department responsible for responding. Someone from that department will respond within three business days, Wyatt said.
An automated system was set up that will help staff track the progress of the call and the people who call will also be able to track the work order.