Houston Chronicle
February 12, 2006
By: Alexis Grant
THE city of Houston's 311 help line has gone online.
Residents who may have sat through some long waits while trying to reach the phone operation can now report problems or make requests with the click of a mouse.
The Web site, www.houstontx.gov/311, allows customers to request services such as fixing a pothole, replacing a lost garbage container or repairing a broken traffic signal.
Among those glad to have the new feature is Larry Zomper, a real estate developer who said he sometimes goes online in the wee hours to make requests.
His reports on high weeds and abandoned cars have been handled promptly, he said, although a drainage problem on his street hasn't yet been fixed.
The system went online eight months ago, but word has been slow in getting out, said 311 system director Gloria Bingham.
"It has helped us, but I believe it could do even more if people really knew about it," she said.
The online service is available round-the-clock. The phone service operates from 6 a.m. to midnight, seven days a week. The online request form also reduces delays. Although the average wait for a 311 phone operator is 12 to 30 seconds, it can be several minutes during peak hours since the center has 71 call-takers to answer 2 million calls each year.
Houston Chronicle