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Denton officials hear 3-1-1 update as city moves more service requests online
Summary
Denton's 3-1-1 operations manager told council the single-point-of-contact service has grown to cover 16 departments and now closes the majority of service requests on time; council members pressed staff on ticket closures, staffing implications and how residents receive follow-ups.
Sheila Gray, Denton's 3-1-1 operations manager, told the City Council on May 5 that the city's centralized nonemergency service line has moved rapidly from a pilot to full operations and is now handling requests for 16 departments.
"We are a single point of contact for non emergency city services," Gray said, adding that Denton 3-1-1 went live for Community Improvement services in March 2024 and took over general city switchboard calls in August 2024. Gray said the three-digit 311 dialing was made available on National 3-1-1 Day, March 11, 2025, and that the operation now offers live-person service 24/7.
Gray provided performance figures the city has been using to measure progress: departments closed 51 percent of service requests on time in April…
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