Council votes to keep Windsor’s 311 in-house, ends direct 211 service delivery

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Windsor city council has directed administration to keep the city’s 311 Customer Contact Centre in-house.

The decision follows 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.

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.

“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,” said Mayor Drew Dilkens.

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.