What Can myDurham311 Do for you?

COURTNEY McCLURE The Standard

NORTH DURHAM: MyDurham311 was established in 2022, to provide Durham Region residents with an easy access-point for non-emergency services. Its activity has increased over the years.

“MyDurham311 has made significant strides in enhancing customer service, for Durham Region residents,” said Junaid Sarwar, the director of service Durham, at the Regional Municipality of Durham.

According to Mr. Sarwar, myDurham311 provides “streamlined access” for customers, businesses and residents across the region, eliminating unnecessary phone calls.

Some of the highlights of myDurham311 include its accessibility. You can access 311 online, through your phone, by email or in-person.

Accessing 311 through the website is considered a “self-service” method; their website, which is available 24/7.

311 includes call routing, and a centralized contact centre, with reduced transfers. So, residents can receive faster responses and, in most cases, the first person they speak with will be the only person they need to talk to.

Since 2022, 311 has processed over 300 thousand interactions with Durham Region residents.

“We anticipate, the number of interactions will significantly rise in the coming months, as we consolidate more services into myDurham311,” said Mr. Sarwar.

Phone calls are the most common point of contact for myDurham311. However, there has been an increase in email usage and online self-service, through the website.

Respective staff, at the Region of Durham, are actively working to make myDurham311 more efficient and effective for those who need it.

Since myDurham311 is a customer-centred service, it is designed with a customer’s needs in mind. Mr. Sarwar said, he and the 311 staff strive to understand customers preferences, when using 311, so as to tailor myDurham to what the residents would like to see.

Mr. Sarwar would like residents to know, interactions with myDurham311 are handled with care, and staff follow a strict privacy policy to ensure your data is confidential. He also advises residents to stay up to date, with Regional initiatives, programs and services, by subscribing to the Durham Region newsletter, or regularly visiting the region’s website; durham.ca.

“MyDurham311 is continually growing and adapting, and we are committed to making accessing Regional services as easy and efficient as possible, without losing the personal connection [which] makes our community strong,” said Mr. Sarwar. “Thank you for your continued support and for choosing myDurham311 as your gateway to Regional services.”

To learn more about the services MyDurham311 provides, please visit www.municipal311.ca. You can also call 3-1-1 or follow the Region of Durham on social media.