East Baton Rouge Parish's 311 call center gets an overhaul

East Baton Rouge Parish's 311 call center gets an overhaul

BATON ROUGE, LA (WAFB) - People should notice changes to how the city-parish responds to complaints in the next few weeks.

Bernadette Coleman is fed up with what she sees as she looks across the street from her home on Cyrus Drive in Baton Rouge. Coleman says she has complained about the overgrown lot for two years to no avail.

"The 311 number? I've been calling that number on and off, every two months I'll call," Coleman said, referring to the number to the city-parish call center.

311, as it's known, is getting an overhaul said Eric Romero, the interim director of Information Services for East Baton Rouge Parish. The 311 call center fields calls from residents complaining about various items, from pot holes to overgrown lots to unsafe conditions throughout the parish.

Romero said they will change the way complaints or tickets are handled.

"So now as tickets do not get addressed in a timely fashion it will go up both to their supervisor and continue to go up the chain of command all the way up to the Mayor's office," Romero said. "They should see a better response from city-parish and the turnaround time from submitting the ticket until they see somebody out in the field."

A new app will be included in the changes to the system. Romero says you will be able to submit your complaints or request for services on the app and track the progress or lack thereof.

Mrs. Coleman welcomes any changes to the 311 system.

"I know I'm not the only one, don't get me wrong I know I'm not their priority, but it just looks like in a whole year somebody could've come out here and said something or done something," Coleman said.

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