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Spokane 311 director outlines services, self‑service tools and how complaints are tracked
Summary
Heather Sweet, director of customer experience, told a District 2 town hall that Spokane 311 supports eight departments, offers mobile and web self‑service options, and sends email case updates when a resident provides contact information.
Heather Sweet, director of customer experience for the city of Spokane, told a District 2 town hall meeting that Spokane 311 is the centralized customer‑service intake for the city and supports eight departments directly.
"If you submit a parking or park maintenance request, it doesn't even go into my team," Sweet said. "It will go right to parks and parks will look at it and then work with their maintenance crew to address that concern." She urged use of the Spokane 3‑1‑1 app and spokane311.org for faster routing.
Sweet said common service requests…
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