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In December 2006, Mayor Mark Boughton created CityLine 311, thus providing Danbury’s residents with an efficient and convenient means of relaying their concerns and suggestions. In the past year, the CityLine 311 Call Center received more than 10,000 calls, emails, letters, and in-person requests from residents looking to input a service request or inquiring about free and dependable information.

 The city encourages the residents of Danbury to be proactive in the care for their streets and neighborhoods and to alert CityLine 311 whenever areas of concern are noted.  Even if residents are unsure if a notice of violation is warranted, an inspector will be sent out to investigate and clarify the situation.  Your involvement with the preservation of the quality of life in Danbury is essential to not only efficient and effective government response, but also to the continued prosperity that is sought by all. The city greatly relies on, and appreciates, the community’s partnership and support and the 311 service line is the best means by which this mutually-beneficial relationship can continue to thrive. 

Residents who wish to input a service request can simply dial 3-1-1 from their home phone, to speak to a public service representative, or visit the 311 website by following the link on Danbury’s homepage to input a request electronically. If your wireless or landline phone carrier cannot directly access the 3-1-1 Call Center, you can reach our department by dialing 203-744-4311. By providing your email address and activating the notification link, you will receive automated updates as well as your service request ID tracking number.  Residents may also utilize the Danbury Direct app for their smartphones and input new service requests from their mobile devices. These apps afford residents another convenient means of reporting their concerns to the 311 Call Center and show that the city of Danbury is proactive in making government more accessible to the public. 

 

Our Accomplishments:

Residents continue to utilize CityLine 311 for a variety of information on services such as city events, leaf pick-up, street sweeping, pothole repair, and street paving; however, Super Storm Sandy hit in October 2012 and once again the 311 Call Center succeeded in providing the most comprehensive and up-to-date information for residents who were once again without power for extended periods of time.  Approximately 1,000 calls were received relating to Sandy with such questions concerning power restoration, water availability, and travel conditions.  Road closures and downed power lines were once again a major problem within the city, and residents were prompt in reporting all such issues which aided in the city’s response.   The blizzard of February 8-9 was also a major event within the past year, as approximately 500 phone calls were received from residents reporting blocked sidewalks, high snow mounds, narrow roads, and general travel conditions.  Working alongside other departments with constant communication allowed for quick responses and updates to be relayed which in turn allowed for the Danbury roads to be cleared shortly after the storm had passed.  The 311 Call Center was open for these emergencies during weekend hours, as well as during the time when City Hall itself was closed in order to provide needed services for the residents of Danbury.   

Residents experience the success of 311 by having their questions answered quickly, as well as initiating other departments within City Hall to address their concerns through frequent communication. The 311 Call Center encourages residents who see potholes, dangerous tree limbs, dead animals, malfunctioning traffic lights, blight issues, and drainage problems, as they are happening to call 3-1-1 so the situation can be logged. Information is then sent to the correct department and the problem is corrected as soon as possible with the appropriate updates being sent to the resident. Although employees of the City of Danbury are proactive, they cannot be everywhere at once and welcome and encourage notification of issues, regardless of how trivial they may appear to the resident.  During the late winter and early spring of 2013 the freeze/thaw cycle created numerous large and dangerous potholes throughout the city streets; approximately 150 potholes were reported during this time, creating a large reference database that was used to keep track of troubled areas that required recurring attention.  This kind of proactive participation greatly aided in the city’s response to the dangerous road conditions and is welcomed during any and all situations.

Awareness of the 311 Call Center was expanded upon during the Citizens Government Academy in the summer of 2012 as participants were made aware of how they can utilize the services offered by 311 for their benefit.  Callers are frequently finding new information and being informed of services of which they were previously unaware; this is not limited to new residents of Danbury, but also to life-long residents who are becoming more involved with their community for the first time. 

The Knowledge Base Resource Center, which was created by a joint effort of the 311 Call Center with the city’s respective department heads, remains a valuable resource for the residents of Danbury who are looking for information at times when 311 is not available.  The Knowledge Base provides residents with immediate answers to their questions and can be updated immediately should a resident have a question that is not outlined in the Knowledge Base and is also continuously monitored to ensure that the information provided is consistent, relevant, and no longer dated.  Residents are encouraged to email 311 to request new information to be added or to have current information changed, if warranted


Citizen Self Help Knowledge Base

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