Houston unveils digital 311 platform

guest · Jul 26, 2021

Houston unveils digital 311 platform
July 23, 2021
https://statescoop.com/houston-unveils-digital-311-platform/

Houston unveiled a new digital 311 system this week to make it easier for residents to file service requests and for the city to send information out, laying the foundation for the next “20 years” of government IT modernization efforts, city officials said.

The new platform, which went live last month, enables residents to interact with a virtual agent while filing service requests online, rather than calling the city’s 311 call center, which handles more than 2 million calls and creates 450,000 service requests each year.
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The platform, which officials said took roughly nine months for the city’s IT services agency to develop with Microsoft, is also expected to streamline communication between agencies as they respond to service requests and disseminate information.

“The new system is another example of how Houston is building a Smart City of the future. This new 311 system has the potential to be the platform that connects all City departments and systems to each other ensuring a smooth and seamless experience for constituents,” Mayor Sylvester Turner said in a press release.
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The city expects the time saved will enable call takers to dedicate more of their time to handling complex cases. The system went live on June 26, and the city has spent the last month transferring the past decade of 311 data into the new system.
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Press Release: City of Houston Launches New 311 Platform

New system provides more efficient service, Houstonians encouraged to download app
Examples of some of the new functionality include:

A customer self-service portal with a virtual agent, allowing residents to create service requests on their own

The ability to re-classify a case instead of having to close it and create another one

Cases being routed to a team, instead of an individual minimizing case inactivity due to staff being out of office

Cases created via web portal, app, or call taker all have the same service request numbers and, when not confidential, are searchable on all platforms

Prior to service requests being created, there will be a proximity search performed to ensure no duplication of cases created (e.g., pothole cases being flagged as 1000 Main St. and at the corner of Main St. and Texas St.)

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