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City staff outlines 311 operations, languages and proposed outreach to increase public use
Summary
City staff provided an overview of the 311 non‑emergency service, its intake and routing process, language support and planned outreach; councilors asked follow‑up questions about staffing, after‑hours enforcement and public education.
John Dowell presented an overview of Montgomery’s 311 non‑emergency service, explaining how requests are taken, routed to departments and closed when departments complete corrective actions.
“Number 2. In 02/2010, '3 '1 '1 was established,” Dowell said, describing the system’s role as a centralized channel for non‑emergency citizen service requests. He explained that requests can be submitted by phone, email, text or web chat and that staff route each request to the correct department and follow up when intake is unclear.
Dowell described the 311…
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