Storyline · 10 events · Jun 28, 2016 – Sep 24, 2026
Amarillo 311: from a proposed non-emergency line (2016) to the Utility Billing contact center (2026)
In June 2016 the City Council approved technology for a proposed 311 non-emergency system, proposed by Councilmember Mark Nair to take non-emergency calls off 911; a preliminary version was targeted for October 2016. In January 2017 staff told the council the City was waiting on Public Utility Commission approval. No coverage located reports a launch date for a 3-1-1 dialing code. Budget books from FY2020/21 list 311 customer service positions in the IT Telecom division; the FY2022/23 budget moved them to the Utility Billing department, whose contact center later took calls for other departments and planned "311 Informational Services." The proposed FY2026/27 budget describes an "Amarillo 311 Contact Center" in Utility Billing. At a September 22, 2026 council meeting during the utility-billing problems, the Utility Billing director described separate 311 and utility billing call centers and reported average August wait times of 38:18, up from 5:12 a year earlier.
A storyline groups dated events in order. It is a chronology, not an argument; it does not say why anything happened. All storylines
Where the story starts depends on the framing
- From the 2016 proposal for a 311 non-emergency line: starts with Council approves technology for a proposed 311 non-emergency system (Jun 28, 2016)
- From the move of 311 staff into the Utility Billing contact center (FY2022/23): starts with FY2022/23 budget moves 311 positions from IT Telecom to Utility Billing (about Oct 2022)
· Origin
Council approves technology for a proposed 311 non-emergency system
ABC 7 Amarillo reported that city officials approved new technology on Tuesday, June 28, 2016 toward a 311 system proposed by Councilmember Mark Nair to reduce non-emergency calls to 911. IT Director Richard Gagnon described a 311 call center separate from 911 and a 311 mobile app for reporting potholes, streetlights, graffiti and illegal dumping. The City planned to roll out a preliminary version in October 2016.[1][2]
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Mark Nair, Amarillo City Councilmember: Councilmember Mark Nair proposed the 311 system, saying most 911 calls are not emergencies; he said it "will make 911 more efficient, effective." [1]
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Richard Gagnon, IT Director, City of Amarillo: IT Director Richard Gagnon described a resident dialing 311 and reaching a call center separate from 911, and a 311 mobile app in which a user selects an issue type (such as a pothole, streetlight, graffiti or illegal dumping), takes a photo and creates a ticket. [1]
· Related development
Council work session receives an "Update on 311 and Open Technology"
The January 24, 2017 work session agenda listed an "Update on 311 and Open Technology." ABC 7 Amarillo reported that the City was waiting for Public Utility Commission approval, which could delay the system two or three months, and that officials said the website and phone system would be paid for with savings from past infrastructure projects. NewsChannel 10 reported on February 2, 2017 that the system was about a month and a half away.[3][4][5]
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The City Council's January 24, 2017 work session agenda included item A(2), "Update on 311 and Open Technology."[3]
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ABC 7 Amarillo reported that city leaders were waiting for approval from the Public Utility Commission, which could hold off use of the new system for another two or three months. [4]
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Rich Gagnon, IT Director; City of Amarillo officials: Gagnon said callers could get answers about utility bills or report broken street lights and potholes; the plan also included a revamped city website showing the budget and expenditures and a 311 mobile app with photo and GPS reporting. City officials said about 80% of calls to the 911 center were non-emergencies. [4]
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NewsChannel 10 reported on February 2, 2017 that the 311 system was about a month and a half away.[5]
- Unverified
No news coverage or City release located for this storyline reports the date a 3-1-1 dialing code went live in Amarillo, or the outcome of the Public Utility Commission approval described in January 2017. The City's later budget books use "311" for a contact center and an operator line without stating whether residents can dial 3-1-1. [4][6]
· Context
FY2020/21 budget lists 311 customer service positions in IT Telecom
The FY2020/21 budget's IT Telecom staffing report lists two 311 Customer Service Representative II positions and one 311 Customer Service Supervisor, with a half-time IT generalist and a part-time PBX operator (4.5 positions, $186,686 in personal services). The FY2021/22 budget lists the same positions ($191,425). Both IT narratives describe EnerGov as covering permitting, land management, work orders and "enablement of 311."[7][8]
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The IT Telecom staffing report lists two 311 Customer Service Representative II positions and one 311 Customer Service Supervisor, plus a 0.5 IT generalist and a part-time PBX operator: 4.5 positions with personal services of $186,686 in FY2020/21 and $191,425 in FY2021/22. [7][8]
- Positions
- 4.5
- Personal services fy2021
- $186,686
- Personal services fy2022
- $191,425
· Context
Commentary on a local radio station's website says Amarillo has no 311 system
A June 28, 2021 opinion piece on The Bull Amarillo's website argued that Amarillo needed a 311 system, stated that the city did not have one, and described the effort that began in 2016 as having had "false starts."[9]
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Opinion writer, The Bull Amarillo (101.9 The Bull): A June 28, 2021 opinion piece on The Bull Amarillo's website argued that Amarillo needed a 311 system and stated that the city did not have one, describing the effort begun in 2016 as having had "false starts." The piece did not cite a City source for the city's 311 status. [9]
· Starting point
FY2022/23 budget moves 311 positions from IT Telecom to Utility Billing
The FY2022/23 budget's position distribution removes one hourly 311 customer service representative, two 311 Customer Service Representative II positions and one 311 Customer Service Supervisor from IT Telecom and adds the same four positions to the Utilities Office (Utility Billing), a supplemental total of $156,042. The same book's organization chart lists "Broadband/311" under the Assistant City Manager/CIO. The Utility Billing narrative describes InContact call center software with an auto-callback feature.[10]
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The FY2022/23 position distribution shows -1 hourly 311 Customer Service Rep (-$19,104), -2 311 Customer Service Rep II (-$81,667) and -1 311 Customer Service Supervisor (-$55,271) in IT Telecom (business unit 62033), and the same four positions added to the Utilities Office (business unit 52100) for a supplemental total of $156,042. [10]
- Positions
- 4
- Amount
- $156,042
- Hourly rep
- $19,104
- Rep ii
- $81,667
- Supervisor
- $55,271
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The FY2022/23 budget lists the transfer of the 311 positions to Utility Billing without stating a reason for it. [10]
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The FY2022/23 budget's organization chart lists "Broadband/311" among the areas under Rich Gagnon, Assistant City Manager/CIO. [10]
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The Utility Billing narrative in the FY2022/23 and later budgets says the department implemented InContact call center software, which it said reduced call wait times through an auto-callback feature and added email and chat. The budgets do not give a vendor contract or cost for it. [10][11]
· Related development
FY2023/24 budget plans "311 Informational Services" through the Utility Billing contact center
The FY2023/24 budget says Utility Billing contact center staff had gone live taking calls for Solid Waste, Community Development and Animal Management, and that the department wanted to add departments and "proceed with the implementation of 311 Informational Services by utilizing our current Contact Center." The Utilities Office staffing list includes 12 311 Call Center Agents, three 311 Call Center Leads, one 311 Call Center Supervisor and four hourly 311 Call Center Agents.[12]
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The FY2023/24 budget said contact center staff had trained and gone live with Solid Waste, Community Development and Animal Management, and that within the next year the department wanted to add departments and "proceed with the implementation of 311 Informational Services with the reorganization of our current operations." [12]
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The FY2023/24 Utilities Office position list (73 positions) includes 12 311 Call Center Agents, three 311 Call Center Leads, one 311 Call Center Supervisor and four hourly 311 Call Center Agents. [12]
- Agents
- 12
- Leads
- 3
- Supervisors
- 1
- Hourly agents
- 4
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The FY2023/24 budget reports 70% of contact center calls handled within three minutes in FY2021/22 (actual) and FY2022/23 (estimated), with 75% projected for FY2023/24. [12]
- Handled within 3min fy2022
- 70%
- Handled within 3min fy2023 est
- 70%
- Handled within 3min fy2024 proj
- 75%
· Related development
FY2024/25 budget reports 64,985 calls to the 311 operator line in FY2022/23
The FY2024/25 budget adds Planning and the City Marshal's office to the departments the contact center answers for, repeats the plan to implement 311 Informational Services, and publishes phone measures by department, including 64,985 calls to "311 (Operator)" in FY2022/23 (70,000 estimated for FY2023/24, 75,000 projected for FY2024/25) and 63% of calls handled within three minutes in FY2022/23.[6]
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The FY2024/25 budget reports 64,985 annual calls to "311 (Operator)" in FY2022/23 (actual), 70,000 estimated for FY2023/24 and 75,000 projected for FY2024/25. It reports 63% of calls handled within three minutes and 37% waiting three minutes or more in FY2022/23. [6]
- Operator calls fy2023
- 64,985
- Operator calls fy2024 est
- 70,000
- Operator calls fy2025 proj
- 75,000
- Handled within 3min fy2023
- 63%
- ⚠ Sources differ
Two budget books give different FY2022/23 figures for annual phone contacts to Utility Billing.
· Context
FY2025/26 budget lists 11 311 Call Center Agents in Utility Billing
The FY2025/26 budget's Utilities Office position list includes 11 311 Call Center Agents, two Call Center Leads and one 311 Call Center Supervisor, in a department of 79 positions (76.40 FTE) that now also includes Meter Operations.[11]
· Peak
Utility Billing director reports 38-minute average wait times and explains the 311 routing
During the September 22, 2026 council item "Utility Billing Customer Service & Water Usage Update," Utility Billing Director Jennifer Gonzalez reported an average August wait time of 38:18, compared with 5:12 in August 2025, and an average of 9.6 agents per day, down from 18.2. She described two call centers, one for utility billing and a 311 center for general information, with 311 callers who have billing questions routed to utility billing. Mayor Cole Stanley said he was "not sure that 311 is working accurately or efficiently."[13][14][15]
Jennifer GonzalezCole StanleyDon Tipps
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Jennifer Gonzalez, Director of Utility Billing, City of Amarillo: Utility Billing Director Jennifer Gonzalez reported an average call wait time of 38:18 in August 2026, compared with 5:12 in August 2025, against a goal of three to five minutes. [13][14]
- Wait aug 2026 seconds
- 2,298
- Wait aug 2025 seconds
- 312
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Jennifer Gonzalez, Director of Utility Billing, City of Amarillo: An average of 9.6 agents per day took calls in August 2026, compared with 18.2 in August 2025. Gonzalez attributed the decline to turnover that began before and continued after the new billing system's go-live, said five positions had offers out, and said training new hires takes time. [13][14]
- Agents per day aug 2026
- 9.6
- Agents per day aug 2025
- 18.2
- ⚠ Sources differ
Coverage of the September 22, 2026 presentation reports different August 2026 call volumes.
Reported value 1[13]
- Aug 2026 calls
- 18,319
- Aug 2025 calls
- 21,509
Amarillo Globe-News: August calls fell from 21,509 (2025) to 18,319 (2026).
Reported value 2[14]
- Aug 2026 calls approx
- 21,000
- Monthly volume change
- 8.5%
Amarillo Tribune: agents handled around 21,000 calls in August; average monthly call volume up about 8.5% over the prior year.
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Jennifer Gonzalez, Director of Utility Billing, City of Amarillo: Gonzalez said the City has two call centers, a utility billing call center and a 311 center that handles general informational questions, and that 311 callers with billing issues are routed to utility billing. She said callers keep their place in line and receive a callback when they reach the front of the queue; asked by Mayor Cole Stanley about the callback time after calling 378-3000, she said it was about 38 minutes. [13]
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Cole Stanley, Mayor of Amarillo: Mayor Cole Stanley said, "I'm not sure that 311 is working accurately or efficiently," said complaints he receives often come from people who waited on hold only to reach the wrong department, and asked that callers be told the expected wait; Gonzalez said she would ask the software vendor about adding that option. [13]
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Don Tipps, Amarillo City Councilmember: Councilmember Don Tipps asked about call center staffing being down by about half from the prior year.[13]
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The September 22, 2026 council agenda listed item 4.4, "Utility Billing Customer Service & Water Usage Update."[15]
· Context
FY2026/27 budget describes the "Amarillo 311 Contact Center" in Utility Billing
The FY2026/27 budget (after council review, dated September 24, 2026) describes the Amarillo 311 Contact Center as part of Utility Billing and as the City's "centralized hub for non-emergency services and information," answering for Utility Billing, Vital Statistics, Animal Management, Solid Waste, Community Development, Planning, Traffic, Streets, Water Distribution, Drainage, the City Marshal and other departments. It reports 62,361 calls to "311 (Operator)" in FY2024/25 and 53% of calls handled within three minutes, and lists 11 Call Center Agents and one 311 Call Center Supervisor.[16]
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The FY2026/27 budget says "The Amarillo 311 Contact Center continues to expand as the City's centralized hub for non-emergency services and information" and lists the departments it supports: Utility Billing, Vital Statistics, Animal Management, Solid Waste, Community Development, Planning, Traffic, Streets, Water Distribution, Drainage, City Marshal "and other city departments." [16]
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The FY2026/27 budget reports 62,361 calls to "311 (Operator)" in FY2024/25 (actual), 65,000 estimated for FY2025/26 and 68,000 projected for FY2026/27; 125,027 Utility Billing phone contacts in FY2024/25; and calls handled within three minutes of 53% (FY2024/25 actual), 55% (estimated) and 60% (projected). The same table lists "wait time 3 mins or more" as 47%, 50% and 55%, figures that, for the estimate and projection, do not sum to 100% with the handled-within-three-minutes figures. [16]
- Operator calls fy2025
- 62,361
- Operator calls fy2026 est
- 65,000
- Operator calls fy2027 proj
- 68,000
- Ub phone contacts fy2025
- 125,027
- Handled within 3min fy2025
- 53%
- ✓ Verified
The FY2026/27 Utilities Office cost center (81 positions, 78.94 FTE) lists 11 Call Center Agents, two Call Center Leads and one 311 Call Center Supervisor. The "Customer Service and Contact Center Operations" program, which the budget describes as the City's centralized customer service hub through the Amarillo 311 Contact Center, is listed at 20% of the Utility Billing budget. [16]
- Agents
- 11
- Leads
- 2
- Supervisors
- 1
- Program share
- 20%
Related storylines: Amarillo's utility billing transition and the 2026 billing crisisAmarillo's enterprise software transition: Tyler Munis and EnerGov to Workday and MGO (2017-2026)Emma, the City of Amarillo's website digital human (2023-2026)