Worcester 311 Center Earns 2026 Award of Excellence At National Conference

WORCESTER, MA — The city's 311 Customer Service Center is being nationally recognized after receiving the 2026 Award of Excellence at the IUCX ENGAGE311 conference.

The award, which was presented last week in Tampa, Florida, highlights high-performing municipal service centers that demonstrate strong results in improving residents' access to local government services, including responsiveness, collaboration and innovation in customer support.

For Worcester, the recognition reflects ongoing efforts to strengthen its 311 system as a central access point for residents seeking information, reporting issues and navigating city services. The center serves a population of approximately 212,000 residents and has a team of eight full-time agents.

"Teamwork remains a central focus within the Worcester 311 Call Center," IUCX said in a news release from earlier this month. "Staff collaborate in real time, assisting one another during calls to ensure accuracy and timely responses."

IUCX added that a key innovation implemented in the city was the "expansion of service access through the launch of an in-person walk-in center." The organization said this allowed Worcester residents to file complaints, apply for passports, purchase trash bags and access vital records services.

The ENGAGE311 Awards of Excellence, presented through the IUCX ENGAGE311 conference in Tampa, Florida, recognize both organizations and individuals across North America who are advancing best practices in public service delivery and customer experience.

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