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Alex311 marks five years, previews site redesign, multilingual service and AI tools
Summary
Alex311 reported a five-year record (FY21-FY25) of service delivery improvements — 172,000 service requests handled and response rates rising from 72% to 90% within target times — and previewed a redesigned web/mobile gateway, multilingual support and pilot chatbot/virtual-agent tools to expand access and communication.
Alex311 staff provided a five-year performance update to City Council on Nov. 25, reporting improved response performance and plans for digital modernization and targeted outreach.
Why it matters: Alex311 is the city's primary non-emergency service portal. Staff told council the system handled more than 172,000 service requests across fiscal years 2021 to 2025 and increased the share of requests responded to within estimated service windows from 72% to 90%. The office cited an average survey score of 3.67 and said residents asked most often for clearer communication and faster timelines.
Deputy Director Tanisha Wells described the upcoming redesign of the Alex311 site as a "gateway to more," noting the work will support improved mobile and web experiences, multilingual tools and future virtual agents or chatbots to expand access. Wells said Alex311 will pair technology upgrades with community outreach, beginning with targeted Healthy Homes outreach in early 2026 to reach neighborhoods with greatest need.
Council members noted the importance of clear intermediate status updates for users (open, pending, in progress, closed) and asked about multilingual functionality and mobile reporting workflows. Councilmembers also praised quick problem-solving examples from staff and encouraged continued partnerships with existing community meetings and task forces to reach residents where they are.
Tanisha Wells closed with an appeal to view Alex311 as a civic "good neighbor" service: "Are we being good neighbors?" she asked, saying the question will guide outreach and tool development.
Next steps: Alex311 will continue user testing with community sessions, roll out the new site and work with departments to expand outreach and multilingual capabilities in 2026.
(Reporting note: Metrics and program plans cited are taken from Nov. 25 meeting remarks.)
