311 app refreshed; staff demonstrates QAlert updates and council referral portal
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Summary
City 311/ QAlert team showed updates to the mobile app and a council referral portal that lets council members track constituent requests; staff said portal permissions would be adjusted for councilors who lacked access.
Danielle Frasier, 311 program manager, demonstrated updates to the QAlert Columbus 311 system and the city’s Civic Access self‑service portal during the work session.
Frasier said the app has a refreshed interface and added features such as an in‑app search bar, a drop‑pin location feature for users who do not know exact addresses, and a knowledge base with answers to frequently asked questions. She also said the app now links inspection and codes work orders to the inspections platform so residents can more easily track progress.
Usage statistics presented by Frasier showed the majority of public requests still come through the call center; over the current month the presentation listed 104 submissions from Apple devices, 35 from Android, and 750 from the website for the period shown. Bulk waste request types were the highest single category in FY24, Frasier said, and she urged residents to call ahead or use the portal for bulk pickup scheduling.
Frasier also demonstrated the council referrals portal available via the city intranet under the City Manager/ Council Referrals link. The portal lists open and closed referrals and provides attachments; she told council that some members who reported “no access” would be granted the needed permissions and that staff would work to make the page more phone friendly.
Ending: Staff said they will continue outreach to increase portal and app adoption, address council members’ access issues and link more services to the 311 platform.