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311 officials tout tech overhaul; councilors press on language access and notification for district offices
Summary
At the Ways and Means hearing, 311 staff described a CRM and asset-focused tech upgrade meant to speed case management; councilors pressed about Cantonese access, supervisor staffing on overnight shifts and a proposal to automatically notify district councilors of 311 cases in their neighborhoods.
Boston's 311 team told the council it handles roughly 300,000 cases a year and reported a service-level performance "around 88%," above a cited national average of 80. Officials said the department is moving to a new CRM that shifts from an address-focused system to an asset-based model to improve departmental visibility into problems and asset management.
"Our service level percentage falls around 88%," the 311 director said during the presentation, adding that the…
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