§ 2-225. Functions and duties of the department of customer service.

The functions and duties of the department of customer service shall include:

(1)

Strategic and operational management of ATL311, the city's non-emergency contact center, including:

a.

The ATL311 call center;

b.

The ATL311 portal;

c.

The ATL311 mobile app;

d.

All ATL311 social media support and communication channels; and

e.

The NotifyATL mass notification system.

(2)

Providing performance management reports and analysis for city services delivered by departments that utilize ATL311.

(3)

Sponsoring and participating in community engagement and outreach activities including those in support of other city departments and members of Atlanta City Council.

(4)

Collaborating with and assisting other agencies/departments in the city on matters relating to customer service, including development of customer service strategies and delivery of customer service improvements as needed.

( Ord. No. 2018-36(18-O-1479), § 5, 8-29-18 )