Charlotte 311 system

Charlotte and Mecklenburg County, N.C., are developing a request for proposals for a city and county 311 customer service and information center. The customer service center will be a single point of contact for all nonemergency public services. The center will need to operate 24 hours a day, seven days a week, and be available by phone and TTY. Callers will have access to operators speaking English, Spanish and other languages. The average speed to answer will be less than three rings or 20 seconds.

During emergencies, the center also will support local and regional emergency operations. The RFP is expected to be released in the second quarter of fiscal 2004.


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