311 Network Performance And Performance

The data set shows information related to the performance of the 311 service. The accountability report outlines the quarterly activities of the 311 Network, including:

• Call volume processing
• Email processing
• Online requests
• The performance of the service provided by telephone and email to customers

The report details the various citizen requests, including requests for information, requests and complaints. It also allows you to know the most common topics. It thus enhances the information available under the [citizen requests] dataset (https://donnees.montreal.ca/ville-de-montreal/requete-311).

Guided by the principles of accessibility and efficiency of services offered to citizens, the 311 Network has established standards for its telephone service and email processing. It undertakes to publish quarterly and annually the results of its performance and to report on their evolution in this portal. The 311 Service Center (CS 311) is seizing this opportunity to:

• inform citizens about the performance of the 311 Network, the 311 Service Center and the districts that are not grouped together;
• highlight the highlights (improvements, areas of focus, context) of each period covered by the report;
• ensure that you can monitor the evolution of performance quarterly and annually;
• optimize the dissemination of information and data internally (within the city).

Organization: Government and Municipalities of Québec | Gouvernement et municipalités du Québec

Last modified: 2026-05-14T19:39:50.902739