Elgin planning 'one-stop' 311 center

Elgin residents will eventually have what the city hopes is a "one-stop shop" for questions, information and to file complaints.

The city plans to open a nonemergency 311 call center similar to larger cities like Chicago, for example.

Beginning in June, employees at the city's Public Works building train and serve as 311 operators. Dubbed "InfOne," Elgin won't have an actual 311 number until 2012.

But queries from city departments will be folded into the call center at the public works facility.

Dan Ault, management analyst of organizational development for the city, said there are 50 numbers listed in relation to Elgin in the phone books government section.

"One of the advantages of InfOne is it's a one-stop shop," said Ault, who noted 311 operators will be bilingual and calls will be tracked by location and followed upon by phone or e-mail.

No firm budget was spelled out Wednesday night, when the plan was presented to the city council.

Councilman Mike Warren recently asked the city to explore the 311 center. The idea was part of the platform of unsuccessful council candidate Charlene Sligting in last year's spring election.

"I really see it as a way to make the city great," Warren said. "Instead of complaining about the streetlight that's out, you can call 311 and get it fixed."

Councilman John Prigge said residents want a real local person to help when they call.

"You won't have anyone say 'Press 1 for this and 2 for that.' We'll do all the pressing," Prigge said. "This is a huge win for us. It's a no brainer."

City Manager Sean Stegall said the 311 center will decrease the number of nonemergency calls that go to 911. He also said the 311 will help the city measure how well it provides services to residents, how it can get better and ultimately be more efficient.

"You will have an unending amount of information to base your decisions on," Stegall told city leaders.