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311 director details app use, vacancies and proposed cuts; departments say service would be minimally affected
Summary
Springfield’s 311 office reported increased use of its mobile app and web portal, two current vacancies, and line‑item reductions tied to the mayor's 3% directive; staff said the cuts would mainly slow paperwork turnaround, not front‑line ticket handling.
Jason Garner, director of the city's 311 center, told the FY26 budget hearing that 311 is the city’s front line for constituent service and that usage of the web portal and mobile app has risen: "This year, over 2,000 tickets have been entered by Citizens via the web portal and mobile app. And additionally, we've processed over 3,000 emails that we've gotten." Garner said most calls are DPW‑related (solid waste, bulk appointments, road conditions), followed by taxes/fees and…
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