City of Windsor to Maintain 311 Customer Contact Centre In-House and End Service Delivery Agreement with 211

Windsor City Council has directed administration to keep the City’s 311 Customer Contact Centre in-house following a review of alternative service delivery options and submissions received through a competitive procurement process.

Council’s direction maintains existing service delivery for residents, with 311 continuing to provide a centralized point of contact for non-emergency City information and service requests.

In addition, the City will also transition away from directly delivering 211 community information services. Residents will continue to have access to 211 services, which will be delivered through Ontario’s accredited 211 network rather than directly by the City of Windsor.

In 2025, 311 handled more than 135,000 inquiries. The service supports residents through multiple channels, including live call answering during business hours (8 a.m. to 4 p.m.) as well as online and mobile self-service options 24 hours a day, 7 days a week.

Council’s decision reflects a balanced approach that prioritizes service reliability, financial responsibility, and long-term operational stability, while continuing to ensure Windsor residents have access to the information and services they need.

The City will continue to focus on operational enhancements and improving digital service options, ensuring residents can continue to reach City services through 311.

Quotes: 

“Investing Responsibly means regularly examining how we manage resources at the City of Windsor to ensure alignment with our goals as we continue to deliver the services and amenities Windsorites need. Following a robust analysis, Council’s decision to maintain 311 services in-house, while 211 supports are provided through Ontario, ensures that we maintain fiscal responsibility while continuing to meet the needs of the community.”
– Mayor Drew Dilkens, City of Windsor