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Tuscaloosa 3-1-1 reports higher app use, highlights service metrics and missed-garbage SLA
Summary
A 3-1-1 representative told a Tuscaloosa committee that calendar-year 2025 saw increases in app users, sessions and installs and more than 60,000 total contacts; the presentation also noted that only 54% of missed-garbage calls met the two-day SLA and explained scheduling limits.
Speaker 2, a 3-1-1 representative, told the committee that Tuscaloosa’s 3-1-1 program saw growth across digital and call channels in calendar-year 2025 and provided a detailed breakdown of contacts and service timelines.
"We have gone up 8% on our active users, 15% user sessions, and 10% increase in app installs," Speaker 2 said, and added that direct in-app notices rose 29%. The presenter also reported that the city logged 60,454 total requests last year, including 58,553 entered by representatives, 725 through the web portal and more than 1,100 via the mobile app, plus more than 36,000 "data calls" that did not result in service requests.
The presentation…
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