Why calling 311 works for you!

When you call HRM’s Customer Service Centre, using 311, with a question or concern that cannot immediately be addressed by the representative - you enter HRM’s service delivery process! Your information is captured using a Customer Relationship Management (CRM) system called Hanson and a service request is generated while you are on the phone and sent immediately to the correct department to be actioned within a standard of 3 business days. 

Service requests can either be closed within the 3 business days with the situation being resolved and appropriate information provided or a work order may be generated if it is determined upon inspection that a more extensive remedy is required.   Service standards are also applied to work orders, for instance a pot hole will usually be resolved within 14 business days while a tree replacement may take 180 days owing to the seasonal nature of the work.

Getting your service requests into the Hanson system is your service guarantee because service requests and work orders cannot be closed without resolution; it also provides HRM with valuable information on how to improve service delivery and performance.

For More Information Please Visit: HRM Online Customer Service