Holly Springs, NC, October 18, 2025 — When Holly Springs launched its 311 Office of Customer Care (OCC) in May 2023, the idea was simple: give residents a single, friendly point of contact for town services. Less than two years later, the results have exceeded expectations, putting the town on par with, and in some ways ahead of, much larger cities across North Carolina.
At the Town’s October 14 Town Council workshop, Town Manager Randy Harrington called the system “one of our most successful programs,” crediting it with making town operations more efficient and resident-focused.
A Model for Small-Town Efficiency
The 311 system has quickly become the “virtual front door to Town Hall,” handling everything from street repairs to trash pickup to water billing questions. In fiscal year 2025 alone, it fielded more than 45,000 calls and almost 7,700 service requests, averaging 172 calls per day. Its average wait time of 18 seconds beats or matches major call-center industry standards.
Customer satisfaction scores sit at 4.1 out of 5, roughly 80% positive feedback, which OCC Manager George Brown said the team is proud of. “That’s something we’re very proud of,” he told the Council. “It shows we’re providing a top level of service for our residents.”
Standing Out Among Larger Cities
What makes the success even more notable is Holly Springs’ size. At just over 50,000 residents, the town is the smallest municipality in North Carolina operating a 311 center, joining much larger counterparts like Cary, Charlotte, and Winston-Salem…