Dallas 311 to launch new service request system and app
When Dallas residents need to report an issue or request a City service, calling 311 is usually their first step. The current system that 311 uses was installed in 2002 and tracks 400,000 service requests every year. 311 handles over a million calls annually and dispatches urgent calls for service for six departments, including Dallas Animal Services and Dallas Water Utilities.
In 2017, staff began implementing a new system that will utilize Salesforce software to enhance the quality of service the City can provide to residents. The Salesforce solution will give staff from several departments the ability to better track analytics of calls, as well as make it easier for residents to make requests for service.
There will also be a new app to replace the current Dallas 311 app. The new OurDallas app will be the one stop shop for all City services and will be enhanced by artificial intelligence to recognize images and learn what residents need most as they interact with the app.
The system is expected to launch in the fall – be on the lookout for more information!