City’s improved 311 Citizen Request Management System debuts Aug. 5;

Upgrades to the City’s 311 Citizen Request Management System (CRMS) will improve efficiency and give residents more tools to submit and monitor the service requests they create.

Starting Monday Aug. 5, residents will see an improved 311 website with the ability to attach photos, videos, and documents to their service requests, said Assistant Director Margaret Wright. In addition, residents can check on the status of their service request online.  “For residents who call 311, the software improvements will allow 311 Customer Service Agents to capture caller information faster and more efficiently,” Wright said.

In order to complete the upgrade, the online service request website will be unavailable from 6 p.m. Thursday, August 1 until noon Monday, August 5.  During that period, customers can call 311 to create service requests. Additional staff will be on duty to accommodate callers who would ordinarily use the website. The improved website will be available for use on Monday, August 5.
By the end of August, the City will unveil a 311 Smartphone app that will allow residents to submit and track service requests from their Smartphones.  More details will be provided when the Smartphone app is available.

The CRMS software system was developed by Motorola and is used by the 311 Customer Service Center and other city departments.  The system logs, routes and tracks service requests for non-emergency services when customers call 311 or submit a request online at