The City of Fort Wayne’s 311 Call Center received the Game Changer Award, presented by Oracle Service Cloud at the recent Modern Customer Experience Conference hosted by Oracle in Las Vegas.

Fort Wayne was recognized for achieving game-changing results as a support organization through the use of the Oracle Service Cloud. Specifically, the City’s 311 Call Center was awarded for providing quality experiences to its customers through integration, feedback, data collection and analysis.

Julie Sanchez, director of the City of Fort Wayne’s Citizen Services Department, accepted the award on behalf of the City at the event in Las Vegas.

This is a tremendous honor for our 311 Call Center. Our staff is committed to providing excellent customer service. The public trusts our 311 program. It’s a valuable asset for residents as a source of timely information and help.

The City’s 311 Call Center won one of the top three awards given at the event. The Game Changer award nominees were from all around the world. The selection was based on the design and execution of the agent-user interface, website and mobile application.

We launched the 311 program in 2007 to make government more accessible and responsive to the needs of residents, businesses and visitors. Through Citizen Services, the City engages with the public to make improvements and measure departmental service performance. The innovative program collects the community’s voice, empowering residents to help drive change.

Since its inception, the call center has handled more than 1.5 million calls. The services provided by 311 have continued to expand as Citizen Services currently assists 23 City departments. The Citizen Services Department’s 311 call center is consistently recognized as a national leader in providing excellent customer service.

Spring is a great time to for a bike ride. Fort Wayne Bike Share’s annual membership fees are now just $30, half of last year’s rate.

We introduced Fort Wayne Bike Share in April 2016 and received an excellent response. More than 900 people became members, logging approximately 1,700 trips.

Fort Wayne is committed to encouraging healthy and active lifestyles. Our investment in Bike Share helps us further position Fort Wayne as a point of destination for individuals, families and businesses.

We partner with Zagster to operate the Bike Share program, which includes 30 bikes available at five downtown locations and Indiana Tech for riders to check-out for on-demand, local trips. Anyone can ride by purchasing a day pass or joining with a monthly or annual membership. Rides for members are free for up to an hour, then $3 per hour after. An annual membership can be purchased for $30 and a monthly membership for $15. Riders join the system using a simple app or text messages; instructions are found here:

Fort Wayne Bike Share is part of our comprehensive plan to support active transportation, specifically biking. More people using bikes for transportation helps reduce traffic congestion on City streets, improve air quality and keep bike riders healthy. Additionally, studies show that more people are attracted to communities with good bike infrastructure that can be used for commuting as well as recreation. Learn more at

Tom Henry - Fort Wayne Mayor

A lifelong Fort Wayne resident, Mayor Thomas C. Henry is committed to public and community service. He was elected to his first term as Fort Wayne's Mayor November 6, 2007. Mayor Henry authors the "Message from the Mayor" column. > Read Full Biography > More Articles Written By This Writer