May 19, 2025 Administration & Enterprise Oversight Committee
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
Full Document Analysis
Votes (2)
Approval of Consent Agenda Items 1-14 and 16-20
Moved by Chair Wonsley · Seconded by Not stated
Approval of Consent Agenda Item 15 (Legal Settlement Vicki Karnik)
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.
The lower call volume is not a sign of decreased engagement. It reflects real world conditions that directly impact service requests.
People (4)
Robin WonsleyChairPresiding over the committee meeting on May 19, 2025.
Presiding over the committee meeting on May 19, 2025.
Director NzimbiDirectorPresented the 2024 operational review and 2025 outlook.
1 quote
Presented the 2024 operational review and 2025 outlook.
“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 CashmanCouncilmemberInquired about bilingual staffing and project timelines.
Inquired about bilingual staffing and project timelines.
Vice Chair PalmisanoVice ChairAcknowledged the impact of weather on 311 call volumes.
Acknowledged the impact of weather on 311 call volumes.
Places Mentioned
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
Raw materialstranscript
transcript