311 Customer Care Center

City of Douglas Customer Care Center

RESPONSIBILITIES

The purpose of the City of Douglas 311 Customer Care Center is to establish a centralized service request system that embodies a citizen-centric approach. Customers will be able to dial 311, which will be a three-digit number, to connect to the Customer Service Specialists.

GOALS

  • To provide more efficient customer service.
  • To develop a streamlined approach to service/delivery.
  • To increase the ability to track service department performance and improve accountability.
  • To improve citizen access to municipal services and information during emergencies.

Municipal Services Brochure

For a full listing of services provided by the City of Douglas, please select City Services for our online A-Z Resource Guide.

HOURS OF OPERATION

The Customer Care Center will serve as the communication link to provide timely and consistent handling of customer needs through a friendly, motivated City employee. This 24 hour a day, 7 day a week operation will be able to handle customer service any time regardless of the hour or date by calling the 311 number.

During the hours of 8:00am to 5:00pm, Monday through Friday, on weekends and holidays, customers will be able to dial a three-digit number, 311, to connect to a Service Specialist. The Customer Care Center will serve as the communication link to provide timely and consistent handling of customer needs through a friendly, motivated City employee. Service Specialists will be available from 8:00am to 5:00pm to answer general calls to the City, process service requests and any utility related needs for connections and service.

The City of Douglas would like for customers to know that when calling from a cellular phone that the three-digit call to 311 only works with Windstream, AT&T, and Verizon customers at this time. We do apologize for any inconveniences, but customers can still receive the same customer service care by dialing the full number, which is 384-3302.

RESOURCES

UTILITYHAWK SOLUTIONS

Utility Hawk Solutions

The City of Douglas has implemented Utility Hawk, a customer friendly portal for utility customers to track their utility usage in their homes and businesses. Douglas utility customers will be able to create a free account and receive real-time information on their utilities. The Utility Hawk application improves customer service and consumer engagement by enabling customers to create an online account, view their consumption data, see an estimate of their bill and perform a host of other valuable functions. Additionally, customers will be able to sign up to receive a text message, email, or phone call alert if consumption indicates a possible leak or abnormal usage. If a customer’s consumption appears to look as if consumption will exceed the set threshold, an automatic alert will be sent out. for more information about Utility Hawk, please contact the Customer Care Center by dialing 3-1-1 or 912-384-3302.

UTILITYHAWK INFORMATION

PROGRAMS FOR SENIOR CITIZENS OFFERED BY DOUGLAS UTILITIES

Senior Citizen Discount

The Douglas Utilities Department offers Utility Programs for Douglas Utility customers who are ages 65 and older. The two programs are a monthly $10.00 Senior Discount and the Weatherization Grant-Loan Program.

For full requirements or to activate the Senior Citizen Discount options, please contact the Customer Care Department at the City of Douglas or by dialing 3-1-1 or 912-384-3302.

SENIOR UTILITY PROGRAMS (PDF)


EXPLANATION OF RESIDENTIAL UTILITIES BILL

Utility Bill Explained

CALL 384-3302 TO LEARN MORE!

UTILITY PAYMENT OPTIONS

The City of Douglas offers options for customers to pay their monthly utility bills. For more information, dial 3-1-1 or (912)384-3302

Please contact the Customer Care Center at 311 or (912) 384-3302 for any utility billing questions.

HAVE AN ISSUE OR NEED TO REPORT A PROBLEM?

Our "One Click to City Hall" request tracker offers customers the ability to submit concerns and work orders to the City of Douglas.

SUBMIT WORK ORDER

STAFF DIRECTORY

View the Customer Care Center’s staff directory.