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Council member raises concern about 311 software switch from QAlert to Salesforce
Summary
A councilmember said the city will switch its 311 service from QAlert to Salesforce with a truncated overlap period and asked for clarification; staff said they would follow up with council.
A councilmember told colleagues on Feb. 4 that the city’s 311 system is scheduled to switch software vendors this week and that the planned overlap between the outgoing QAlert system and the incoming Salesforce platform is shorter than expected.
Councilman Charland reported he learned the QAlert system would go offline this week, and that only two or three days of concurrent operation were scheduled. He said council had been led to expect a longer overlap to allow staff to work through implementation bugs and avoid service disruptions. Charland said he had just learned of the shorter overlap the previous evening and requested that the administration provide an explanation to council.
Council response: Councilwoman Gross said she asked staff to reach out to Director Norman "ASAP" to get clarification. Council members agreed the implementation timeline and continuity of service warranted follow-up.
Why it matters: 311 is a primary channel residents use to report nonemergency problems and request city services. Short transition periods between reporting platforms can create confusion for residents and risk lost service requests if not managed carefully.
Ending: Council members requested prompt follow-up from the administration and the Office of Management and Budget.
