Making communities great by serving citizens

Since its launch in the 1990s, the 311 hotline for non-emergency municipal services has been embraced by cities (and counties) of all sizes across the United States and Canada. City governments understand the value of 311: Non-emergency inquiries are steered away from the 911 call center, reducing cost-per-call and enabling 911 operators to focus on emergencies.

311 makes cities more efficient—residents don’t have to look up numbers and make multiple calls to find the person or department they need. 311 is the “one call to City Hall” that takes care of potholes, trash, noise and all other types of non-emergency issues.

DATAMARK provides 311 Call Center transition for the City of El Paso

This case study highlights the success of our recent outsourcing transition of the City of El Paso, Texas’ 311 Call Center. We took over staffing and management of the non-emergency call center within a short 30-day time period by re-badging many of the center’s experienced agents.

311 delivers high value, but many cities are feeling the pinch of tight budgets. For these communities, a 311 contact center staffed and managed by DATAMARK makes sound financial sense. Costs can be controlled through a multi-year contract, and outstanding service to citizens ensured through service-level agreements and by meeting or exceeding your key performance indicator (KPI) targets.

DATAMARK will deliver a custom 311 call center outsourcing solution for your city

  • On-site or off-site contact center operation and management
  • Hiring, training and onboarding of 311 agents
  • Multichannel 311 service: voice, email, social media, chat, mobile app
  • Service in English, Spanish and other languages
  • We can use your contact center technology and CRM platforms or integrate our own.

Our contact center technology partners include Cisco, Avaya and Vocalcom


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Why DATAMARK for Government 311 Contact Centers

A Trusted Partner

DATAMARK has been a trusted business services partner to Fortune 500 companies, large enterprises and government agencies since 1989.

Nearly 30 years of business service experience

City government shouldn’t be in the business of operating contact centers. Let DATAMARK handle your 311 program so you can focus on the long-term, strategic management of city government.

Cost savings for 311 Programs

Today’s economic reality means cities face ever-tightening budgets and the need to ensure every taxpayer dollar is spent wisely. Outsourcing 311 to an experienced contact center service like DATAMARK can help your community control costs while ensuring top-performing service to your citizens.

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