May 19, 2025 Administration & Enterprise Oversight Committee

Monday, May 19, 2025

311 Service Center 2024 Performance Review

2025 311 Service Center Goals and Initiatives

Interactive Voice Response (IVR) System Impact

Consent Agenda Approval

311 and 9-1-1 Collaboration and Training

New Customer Relationship Management (CRM) Project Timeline

South Minneapolis Community Safety Center Planning

Proposed Partnership with 211

Areas of Interest (4)

Impact of 311 service center technology upgrades on staffing needs and budget.
City of Minneapolis evaluating a potential strategic partnership with 211.
Data analysis shows weather patterns, not just service quality, dictate 311 call volume trends.
2027 projected go-live for new citywide CRM system and its effect on inter-departmental transparency.

Votes (2)

Approval of Consent Agenda Items 1-14 and 16-20

PassedUnanimous

Moved by Chair Wonsley · Seconded by Not stated

Approval of Consent Agenda Item 15 (Legal Settlement Vicki Karnik)

Passed4 Ayes, 1 Nay

Moved by Chair Wonsley · Seconded by Not stated

Notable Quotes (2)

This shift demonstrates the beginning of a broader transformation in how we serve residents leveraging technology to handle high volume inquiries more efficiently while freeing up agent time to focus on more complex issues.
— Director Nzimbi

Operational EfficiencyPresentation on 2024 operations and IVR implementation.

The lower call volume is not a sign of decreased engagement. It reflects real world conditions that directly impact service requests.
— Director Nzimbi

Call Volume AnalysisExplaining the drop in 2024 call volume due to mild weather.

People (4)

Robin WonsleyChair

Presiding over the committee meeting on May 19, 2025.

Director NzimbiDirector

Presented the 2024 operational review and 2025 outlook.

1 quote

“This shift demonstrates the beginning of a broader transformation in how we serve residents leveraging technology.”

Discussing the implementation of the Interactive Voice Response (IVR) system.

Councilmember CashmanCouncilmember

Inquired about bilingual staffing and project timelines.

Vice Chair PalmisanoVice Chair

Acknowledged the impact of weather on 311 call volumes.

Places Mentioned

Public Service Building (Downtown Minneapolis)2228 East Lake Street (East Lake Community Safety Center)Whittier NeighborhoodBloomington Avenue and Minnehaha Parkway

Events & Meetings (2)

May 19, 2025: Regular Scheduled Meeting of the Administration and Enterprise Oversight Committee
May 12, 2025: Launch of police report assistance at East Lake Community Safety Center

Ordinances & Resolutions (2)

Surveillance Technology Contracts Ordinance

Professional Services Contracts Ordinance

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