ATL 311 - October 2024

ATL 33 - October 2024
Released October 2024

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The city implemented ATL311 in 2014 to function as the primary phone number for government information and nonemergency services. We undertook this audit to assess the effectiveness of operations, including staffing and scheduling.

Our recommendations to the customer service commissioner to enhance call center operations and improve the customer service is to:
• at least annually review workload requirements to determine the optimal number of staff
• enforce human resources exit policy and ensure separated staff return equipment within one business day
• implement accessibility methods to ensure employees and the public with differing accessibility needs have equitable access to information
• offer translated communications for various sources including YouTube and the website Frequently Asked Questions

To prevent loss of city-owned equipment, the human resources commissioner should:
• update the city’s telework agreement to include language concerning equipment return at termination

We found:

That staff has met or exceeded most of its metrics from January 2023 to early 2024; however, staff told us that staffing levels were not optimal.
ATL311 could improve its compliance with the Americans with Disabilities Act (ADA).
ATL311 did not enforce the city’s employee exit policy. Between January 2022 and December 2023, about 74% (54 of 73) of separated employees took two business days and up to 35 business days to return city equipment.