Pittsburgh Debuts New 311 Intake System
Mayor Ed Gainey’s office and Pittsburgh’s Office of Neighborhood Services have launched a new and improved 311 Customer Relationship Management system.
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The 311 update marks a step forward in streamlining how residents can report issues. It also helps users connect with the right departments and receive timely resolutions.
The enhanced system promises a more user-friendly experience. It will help users to easily report issues via an updated website and new mobile application, PGH311.
The mobile app will replace the former MyBurgh application. PGH311 will allow residents to submit requests and receive responses, including messages and photos, directly from city staff.
All Pittsburgh departments and City Council offices have been offered training for the new Customer Relationship Management system to ensure a seamless experience for staff and residents. The initiative ensured that all parties are equipped with the tools and knowledge to manage and respond to service requests more effectively.
Key Features
Some of the new 311 intake system’s key features include:
The updated Pittsburgh 311 website and intake form provide a simpler, more efficient way for residents to submit service requests, making it more user friendly.
A new mobile application, PGH311, replaced MyBurgh, offering a modern, accessible platform for issue reporting.
For the first time, service requests will include a resolution timetable, so residents will know when they can expect a response.
City staff has started using a new console and mobile worker app. This helps 311 agents, responders, and departments to manage and respond to requests more effectively.
Future enhancements include the introduction of a chatbot to allow residents to report issues or access resources for problems that can be resolved without a 311 submission. The system will also integrate with other internal city software to improve coordination and response times.
“The new 311 Customer Relationship Management system will make it easier for residents to report issues and track progress, ensuring that their concerns are addressed in a timely and efficient manner,” Gainey said.
For more information, visit Pittsburgh’s 311 website.