How the city of Niagara Falls responds to citizen complaints via allco’s 311 tool

Responsiveness and transparency define the relationship between a local government and its citizens.

Allco’s 311 complaint intake and routing tool is designed to solidify both of those concepts as core aptitudes for our municipal customers.

311 systems are adopted by municipalities across the U.S. as a catchall phone number for non-emergency complaints, creating a single point of entry for input that gets sent to many different departments.

Allco’s 311 tool creates a mechanism for the city to log complaints and then have them automatically referred to the right office.

Through allco, the responsiveness and transparency get better and the cost decreases significantly. The tool is even cost-effective for smaller municipal entities that would never have the resources to staff their own 311 call center.

Our company implemented this tool for the city of Niagara Falls about five years ago, at a time when approximately 1,500 calls a year were being routed through the city clerk’s office. Since then, traffic via 311 has increased significantly.

Through allco, citizens can log complaints online or via phone, and through allco, they can track the progress of their grievances via the city’s website.

Niagara Falls 311: calls per year

2024: 7,400

2023: 6,000

2022: 8,400

2021: 1,400 

Allco’s tool is designed to be easily configurable for the municipalities, so they can design categories and route tickets to departments in the way that suits them. The call center can then log that information, pick a ticket type and automatically push the complaint to the right department.

Allco’s 311 product is designed so municipalities run their own 311 call systems in an organized fashion, turning them into proactive agents of positive change in their community.

Please reach out to Stephen Butzler at stephen@wellconnected.com for a demo or visit our website here.