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Cape Breton Regional Municipality 311 Implementation Notice

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Cape Breton Regional Municipality 311 Implementation Notice CAPE BRETON REGIONAL MUNICIPALITY 311 IMPLEMENTATION NOTICE September 8th, 2020 Issued by: Cape Breton Regional Municipality 320 Esplanade Sydney, NS B1P 5X3 Contact: John MacKinnon, Deputy Chief Administrative Office 902.563.0839 [email protected] Christa Dicks, Manager 311/ 911 Communication Centers 902.574.1617 [email protected] CBRM 311 Implementation Notice Date of Issue: September 8th, 2020 Contents 1.0 INTRODUCTION ........................................................................................................................... 3 2.0 SERVICE DESCRIPTION ............................................................................................................ 3 3.0 PROPOSED 311 SERVICE AREA ............................................................................................... 3 4.0 CALL ROUTING ARRANGEMENTS ........................................................................................ 3 5.0 CALL VOLUME ESTIMATES .................................................................................................... 4 6.0 EXPECTATIONS OF TELECOMMUNICATIONS SERVICE PROVIDERS ....................... 4 7.0 PROPOSED TIMELINE ............................................................................................................... 4 8.0 APPENDICES ................................................................................................................................. 5 CBRM 311 Implementation Notice Date of Issue: September 8th, 2020 1.0 INTRODUCTION The Cape Breton Regional Municipality (CBRM) is Nova Scotia’s second largest municipality. A community of communities, comprised of the major urban hub of Sydney and connected to multiple towns and rural areas such as Glace Bay, North Sydney, New Waterford, and Sydney Mines, the municipality is home to approximately 100,000 residents and sees numerous visitors annually. The geographical area of the municipality is large with approximately 2433 square kilometers encompassing multiple smaller communities as a result of the amalgamation of eight municipalities. The CBRM Council has directed Civic Administration to proceed with implementation of a 311 call service, using routing by exchange boundaries. In alignment with the Canadian Radio- Television and Telecommunications Commission (CRTC) Telecom Decision 2004-71, the CBRM intends to introduce 311 service for CBRM in consultation with surrounding jurisdictions as the non-emergency, information number for municipal government services. These jurisdictions include the municipal regions of: Victoria County, Richmond County, and Inverness County and the Mi’kmaq First Nations of Eskasoni and Membertou. Please see Appendix D which includes letters or authorizations from relevant jurisdictions. 2.0 SERVICE DESCRIPTION The 311 call service is being implemented with a focus on excellence in customer service. Engagement of all departments and a thorough implementation strategy including call management and transfer protocols will provide a seamless introduction of the 311 phone service. The 311 number will provide residents with a user-friendly, simplified entry point into the municipality for non-emergency and information services. It will enhance customer service and increase accessibility to CBRM’s services. Incoming calls are managed on a daily basis to ensure the customer is receiving the best, most consistent telephone experience possible. Existing business process, systems, solutions and toolsets will serve to support the 311 phone service implementation. 3.0 PROPOSED 311 SERVICE AREA The proposed 311 service area is within the CBRM boundaries. The 311 coverage areas encompass the areas as outlined in the Bell Canada wire telecommunications service exchange boundaries map as shown in Appendix B. 4.0 CALL ROUTING ARRANGEMENTS Calls to 311 in CBRM will terminate at: 850 Grand Lake Road Grand Lake Road Fire Hall Suite 11 Sydney, NS B1P 5T3 CBRM 311 Implementation Notice Date of Issue: September 8th, 2020 The mailing address for this location is: 850 Grand Lake Road Suite 11 Sydney, NS B1P 5T3 The local number for termination of traffic will be: 902-563-2276 The toll-free number for termination of traffic will be: 1-833-504-2276. During business hours, 0830hrs-1630hrs, Monday to Friday, callers to 311 in CBRM will be greeted by a brief recording of service offerings that, if selected, will transfer the caller to the appropriate area of service. If callers opt to bypass the recording or are unsure of which service to select, they may “0 (zero) out” and be transferred to receive a live answer for the operating hours. An after- hours service is provided for urgent public works, and waste water issues. When dialing 311, an automated message will indicate that citizens may stay on the line for those urgent issues and they will be directed to a contracted or on-call person for help. 5.0 CALL VOLUME ESTIMATES With approximately 100,000 residents, the CBRM is the second largest municipality in Nova Scotia. It is anticipated between 150,000 and 170,000 phone calls will be field per year by residents seeking information and/or services. As part of the over 311 implementation plan, the CBRM will ensure an effective communication plan to educate stakeholders about the 311 number is prepared. 6.0 EXPECTATIONS OF TELECOMMUNICATIONS SERVICE PROVIDERS It is expected that all TSPs route 311 calls in the CBRM, to a 10-digit number, which will terminate at the CBRM Contact Center, 850 Grand Lake Road, Sydney, NS. The 10 digit number is 1-833-504-2276. 7.0 PROPOSED TIMELINE Task Proposed Date Distribution of the CBRM Implementation Notice September 8th, 2020 311 Implementation Notice related Conference September 24th,2020 Call(s) with TSPs Other 311 Implementation Conference calls/ TBD planning sessions Testing Period/ Soft Launch of 311 October 19th, 2020 (or as soon as possible) Public Launch of 311 October 25th, 2020 CBRM 311 Implementation Notice Date of Issue: September 8th, 2020 8.0 APPENDICES Appendix A: 311 Implementation Notice Email Distribution List Appendix B: CBRM 311 Boundary Map Appendix C: 311 Municipalities and Exchanges Appendix D: Statements of Authorization CBRM 311 Implementation Notice Date of Issue: September 8th, 2020 Appendix A: Implementation Notice Email Distribution List Telecommunications Service Providers serving the Cape Breton Regional Municipality includes, but is not limited to: CBRM 311 Implementation Notice – September 8th, 2020 Email Distribution List TO: Bell/ Aliant & Bell Mobility [email protected] [email protected] [email protected] [email protected] [email protected] [email protected] Rogers [email protected] [email protected] [email protected] [email protected] Eastlink [email protected] Telus [email protected] [email protected] [email protected] All Stream [email protected] [email protected] Seaside [email protected] CC: CSCN Distribution List (as of September 8, 2020) http://cnac.ca/other_codes/n11/email_n11.htm Cape Breton Regional Municipality [email protected] CBRM 311 Implementation Notice Date of Issue: September 8th, 2020 Appendix B: CBRM 311 Service Boundary Map Appendix C: 311 Municipalities and Exchanges for Cape Breton 311 Municipalities and Exchanges for Cape Breton Municipal Exchanges Inside Shared Shared Municipality Boundaries Cape Breton BOULARDERIE YES Victoria BOISDALE YES Victoria EAST BAY YES Richmond ESKASONI YES Eskasoni 3 GABARUS YES Richmond GRAND NARROWS YES Victoria and Inverness GLACE BAY YES L ARDOISE YES Richmond LOUISBOURG YES MARION BRIDGE YES NEW WATERFORD YES PORT MORIEN YES CBRM 311 Implementation Notice Date of Issue: September 8th, 2020 SYDNEY YES Membertou 28B NORTH SYDNEY YES Victoria Appendix D: Statements of Authorization Victoria County – Received/ attached Richmond County – Received/attached Inverness County- Received/attached Membertou- Received/attached Eskasoni – Received/attached CBRM 311 Implementation Notice Date of Issue: September 8th, 2020 CBRM 311 Implementation Notice Date of Issue: September 8th, 2020 CBRM 311 Implementation Notice Date of Issue: September 8th, 2020 CBRM 311 Implementation Notice Date of Issue: September 8th, 2020 CBRM 311 Implementation Notice Date of Issue: September 8th, 2020 .
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