Pilot Holiday Hours of Operation

Residents can call the 311 Citizen Contact Centre between 7:00 a.m. and 7:00 p.m., from Tuesday December 27 through to Friday December 30, 2016.    

The Centre will be closed for the statutory holidays on Tuesday December 26 and Monday January 2, 2017. 

After hours dispatch service is available for urgent issues on weekends, statutory holidays and overnight Monday to Friday.  Residents may also submit requests 24/7 using services available online or through the Pingstreet App.

 

City administrative offices are closed for the holidays from December 26, 2016 to January 2, 2017 (inclusive).  Regular office hours resume on Tuesday January 3, 2017.  Residents will be advised that service requests submitted during the holiday closure will be processed when regular office hours resume on January 3, 2017.

 

Phones and emails

  • 311 regular business hours welcome greeting will be in place with option to
    • Press one for the Region of Peel
  • 311 after hours welcome greeting will be in place with options toPublic.info@mississauga.ca emails will be responded to within 24 hours excluding weekends and holidays. If escalated to a business unit, citizens will be advised of the relevant holiday service levels
    • Press one for the Region of Peel
    • Press two for urgent matters (transfer to Dispatch)

 Online Services

  • Online services will have a holiday message (service levels may be modified) but will continue to operate 24/7
  • Pingstreet services will have a holiday message but will continue to operate 24/7

 Urgent matters

  • Urgent matters will be referred for action to Dispatch who maintains a list of business unit contacts
  • Contingency plan is in place for major snow/ice storm whereby additional customer service advisors (CSAs) will be called upon to mobilize
  • 311 has a pilot project using mobile agents who are on call and ready to support the centre should call volumes escalate
  • Emergency response protocols are current

 Communications

  • Hours of operation for 311 will be communicated through twitter and the website’s Contact Us webpage