Magic Number for City Services
3-1-1 enables the city to greatly enhance levels of customer service and citizen satisfaction. The system also enables the city to keep pace with modern technology, allowing requests to be submitted by email, internet, phone, letter or fax.
A consolidated call center that provides citizens with one easy-to-remember telephone number for quick, reliable access to city services, 7 days a week, from 6 AM to 12 Midnight. This call center makes City government more accessible and responsive to City residents.
From outside the City of Houston you must call (713) 837-0311. In addition, Houstonians can access this helpful service via fax, at (713) 837-0210, and e-mail, to firstname.lastname@example.org. A service request form is available online at www.houstontx.gov/311/311form.html.
3-1-1 Telecommunicators process requests for information or services. Requests for a specific city service like a pothole repair or a traffic signal malfunction, will result in the creation of a Service Request in the 3-1-1 Customer Service Request system (CSR), which can be tracked from start to finish. More than 300 specific service request types have been identified and scripted within the system, and over 1500 frequently asked questions have been identified and scripted within the system. This system routes each request to the appropriate department and assigns a deadline for field investigation and resolution. If the same individual or someone else subsequently reports the same problem, the CSR system will notify staff that it is a duplicate request so that up-to-the-minute status can be reported to the caller.