FY2026/27 budget describes the "Amarillo 311 Contact Center" in Utility Billing

What the sources say

• ✓ Verified

  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." ^[1]

• ✓ Verified

  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. ^[1]

  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. ^[1]

  Agents

  11

  Leads

  2

  Supervisors

  1

  Program share

  20%