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Akron, Ohio

Mayor Horrigan’s 311 Action Center Now Online!

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City of Akron Press Release
From the desk of Ellen Lander Nischt, Press Secretary
Published: 10-24-2017

Akron, Ohio, October 24, 2017To better serve the public and enhance operational efficiency and transparency, Mayor Horrigan has unveiled a new, online platform for the City’s 3-1-1 system, available at akronohio.gov/311.

The Mayor’s 3-1-1 Action Center was first established in 2004 and, until now, has been exclusively a call center. The newly-added online platform is mobile-friendly and allows residents to quickly report concerns and make requests from the convenience of their smart phone or computer.  

“The goal of the online platform is to allow residents to easily submit a report anytime, anywhere—including nights, weekends, and holidays,” Mayor Horrigan said of the new service. “The 3-1-1 Action Center has been a user-friendly ‘one stop shop’ for many years, but in order to continue to meet the demand of our citizens, it was time for an upgrade.”

“We work diligently to review and resolve all citizen complaints as quickly as possible, and this technology will help us do that more effectively,” Mayor Horrigan added. “It’s all about showing that, in Akron, we care about the concerns of our residents and the quality of our neighborhoods.”

The information citizens provide in an online 3-1-1 report is sent directly to the appropriate department and staff member responsible for fulfilling the request, helping to reduce response time. The system also includes a helpful, interactive mapping feature, which allows residents to identify the location of the issue on a map, without knowing the address.

Citizens are given the option of providing a valid email address with their report, which allows the user to check the status of their report online and instantly receive follow-up information about how and when their request is fulfilled. 

In 2016, the dedicated staff of the Mayor’s 3-1-1 Action Center handled more than 100,000 calls and submitted more than 60,000 service requests (1,100+ each week), which were then reviewed and completed by City workers across all departments. Common requests include pothole repairs, bulk trash pick-up requests, high grass and weeds, and many others.

 “We are hoping that up to 30% of the calls we receive in the 3-1-1 call center will eventually be submitted online,” John Valle, Director of Neighborhood Assistance said.  “This will reduce wait times on the phones, and free up our call center staff to process requests even sooner.”

“We are proud to provide high quality services in all our neighborhoods, and we want to continually improve the way we engage with our residents on the issues that directly affect them,” Mayor Horrigan concluded.  “We will continue to explore the possibility of deploying additional smart city technologies down the road, giving residents even greater access to City services and data—from event calendars and utility bill payments, to a map of available parking spots and information about local laws and regulations.”

While residents now have the option of using 3-1-1 online, residents can continue to report issues or requests by calling 3-1-1 or (330) 375-2311, during regular business hours (Monday through Friday: 7:00 AM - 6:00 PM; Saturday: 8:00 AM - Noon; Closed on holidays).

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For further information, contact:
Ellen Lander Nischt
Press Secretary / Assistant Director of Law
166 South High Street
Suite 200
Phone: 3303752325
E-mail: [email protected]

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