311 System
Definition
A non-emergency phone number and digital platform for residents to request city services, report issues, and get information. 311 systems handle potholes, streetlight outages, trash collection problems, abandoned vehicles, code violations, and general questions. Good 311 systems track requests, provide status updates, generate data for service improvements, and integrate with online/mobile reporting. 311 systems free 911 for true emergencies.
Louisville Context
Louisville operates 311 service (MetroCall) by phone, online, and mobile app for service requests and general information. The system receives approximately 300,000 contacts annually. However, Louisville’s 311 system has significant problems: long wait times, requests that disappear without resolution, no follow-up communication, and poor integration across departments. The mobile app has low ratings due to poor functionality and lack of transparency about request status.
Why It Matters
311 is your primary way to request city services and report problems. When 311 systems work well, potholes get filled, streetlights get fixed, and you receive updates on request status. When they fail, problems go unaddressed, trust in government erodes, and people flood 911 with non-emergencies. Good 311 data also helps government identify service needs and deploy resources efficiently.
Dave’s Proposal
Dave will overhaul Louisville’s 311 system within his first 6 months: hiring additional operators to reduce wait times, implementing automated status updates via text/email, integrating 311 fully with department work order systems so requests don’t disappear, and redesigning the mobile app for better functionality (all within $1.025 billion budget). He’ll publish 311 data showing response times by neighborhood to ensure equitable service.