The end is near for 727-1000, Mayor Anthony Williams’ oft-touted customer service number.
Adrian Fenty, the Democratic nominee for mayor and virtual shoo-in to win the Nov. 7 general election, is looking very closely at disconnecting 727-1000, at least as a customer service option, and replacingit with a two-number system.
It’s an idea the presumptive chief executive said was born after visits to Chicago and Baltimore.
“The next generation of 727-1000 is just to have two numbers, 311 and 911,” Fenty said.
The District today offers three assistance numbers: 911 for emergency police and fire, 311 for nonemergency public safety and 727-1000, also known as the Mayor’s Citywide Call Center, for all other requests.
The call center was established in 1999 “to provide a ‘one stop’ service experience,” according to the District’s Web site, and to “make the public’s interaction with the city government less frustrating.”
But Fenty appears ready to move in another direction.
“You go from three numbers to two, and you have clarity in the fact that you don’t have the same people handling emergency and nonemergency police and fire calls,” he said.
Under the Chicago model, Fenty said, all nonemergency police calls would be delivered directly to the corresponding precinct and aggressively tracked. With 311 now, he said, “it’s almost like a wasted call.”
Janice Quintana, operations manager at the mayor’s call center, said unified 311 is already the blueprint. It can be implemented now that all call takers work under the roof of the new Unified Communications Center.
“The goal is to merge into a 311 call center — 24-hour, nonemergency and city services,” Quintana said. “That was always the plan.”
Who to call today
» 911: For any crime in progress, to report serious violent crimes, fire or medical emergencies or the siting of a wanted criminal
» 311: For property crimes no longer in progress, animal control, abandoned vehicles, minor vehicle crashes and “other less-than-life-threatening situations”
» 727-1000: For all other city services, trash pick-up, water or sewer problems, potholes and general city agency information
