Municipal customer service may not seem an inherently exciting topic, until you talk to Becky Jo Glover.
Glover is the customer service manager for Grand Rapids’ 311, which handled more than 265,000 resident questions and interactions this past fiscal year.
“We’ve literally taken calls that they thought we would never take here," she says. "We took that in the first five months.”
Grand Rapids first began transitioning city departments into 311 two years ago. The city launched a full roll-out of 311 for public use in October 2014.