The 311 Service Center stands as a fundamental pillar of Chattanooga's
municipal government, serving a critical dual role: first, as the primary
conduit for citizen engagement and service access, and second, as a
powerful administrative engine that drives operational efficiency for city
departments, including Public Works. The system’s success hinges entirely
on the active participation of Chattanooga residents, whose service
requests generate the essential data needed for effective urban management.
The Significance of Citizen Use
Established in February 2003, the 311 Service Center was designed to be the
"One Call for City Hall" and the "One Call for All," making Chattanooga one
of the first mid-size U.S. cities to implement such a program. Its core
vision is to enhance life in Chattanooga by providing knowledgeable
assistance, excellent customer service, and education regarding all City
Services. By giving citizens easy access to city services, 311 effectively
replaced the often-confusing "blue pages" of the phone book.
Citizen interaction with the 311 system is crucial because it facilitates
the reporting of issues necessary for community maintenance and safety.
Citizens can request service or report problems via multiple channels,
including dialing 3-1-1, texting 311 to 61222, using the 311 website, or
emailing. These interactions cover a vast range of municipal issues, such
as reporting non-emergency problems like paving, potholes, sewer problems,
and graffiti removal, or requesting City Utilities services like Brush and
Bulk Trash Collection. The system also enables residents to report specific
defects, such as Damaged Hydrants or issues causing Poor Visibility.
Furthermore, the involvement of residents is vital for Neighborhood
Enhancement and the enforcement of city ordinances. Citizens are asked to
call 311 to report code violations, which are fundamental rules established
to safeguard the health, safety, and welfare of the community. Adherence to
these regulations, supported by citizen reporting, helps preserve property
values, mitigate vandalism, curb criminal activity, and avert neighborhood
decline. Common violations reported include weeds and grass over 10 inches,
litter such as indoor furniture left outside, peeling paint, and inoperable
vehicles not stored inside a structure.
Benefits of 311 Data for City Management
The continuous flow of service request data generated by citizen engagement
provides sophisticated administrative benefits for City managers and
departments like Public Works. The 311 system offers the city an important
tool for measuring performance.
1. Performance Measurement and Trend Analysis: City managers now possess a
centralized data collection and reporting vehicle. This centralization
allows them to analyze trends in service requests and evaluate the
timeliness and effectiveness of service delivery. This comprehensive
understanding of service demand and execution is essential for
accountability and strategic planning.
2. Improved Resource Allocation and Budgeting: The quantitative data
derived from citizen reports is actively used by directors and supervisors
during the budget planning process. By analyzing the scope and frequency of
requests, managers can effectively determine the resources needed for the
upcoming fiscal year, ensuring that departments like Street Maintenance and
Waste & Recycling are appropriately staffed and funded to meet community
demands.
3. Enhancing Operational Efficiency and Response Times: Technological
updates to the 311 system are specifically aimed at improving response
times. Previously, staff had to manually sort through thousands of requests
received via text and email. The updated system allows this service request
data to be automatically put into the service request system, eliminating
the need for manual transfer. Staff can then manipulate this data and
efficiently get it to the correct crew, which ultimately helps increase
response times for non-emergency issues like potholes and sewer problems.
In summary, the 311 Service Center successfully connects citizens to
necessary resources, ranging from paying fees and applying for permits to
requesting information on City Utilities such as Stormwater & Wastewater or
Urban Forestry. However, its greatest impact lies in turning citizen
reports into actionable data, providing city leadership with the metrics
required to measure performance, allocate resources effectively, and
continuously enhance the quality of life for Chattanooga residents.
About Department of Public Works:
The Department of Public Works delivers a variety of services that
Chattanooga's citizens rely on daily. Responsibilities include the design,
construction and maintenance of the City's infrastructure; the interceptor
sewer system; the City's stormwater system; the collection and disposal of
garbage, brush, recycling, and household hazardous waste; parks
maintenance, programming and operations. Follow @CHAPublicWorks on Facebook
<https://www.facebook.com/CHAPublicWorks/> and
<https://twitter.com/CHAPublicWorks>Instagram.
<https://www.instagram.com/chapublicworks/>