One year ago today, Pensacola Mayor Ashton Hayward unveiled an enhanced version of Pensacola’s 311 service, including a user-friendly web interface at Pensacola311.com and the Pensacola 311 mobile app.
Initially established in July 2011, Pensacola’s 311 system provides citizens with a single point of contact to report non-emergency issues and access City services. Citizens can dial 311, visit the website, or use the mobile app to report issues like potholes, overgrowth, damage to park equipment, and much more. Those using the web or mobile app are able to receive notifications and communicate with staff as their issue is routed to the appropriate department and fixed.
In the year since the debut of the enhanced 311 system, nearly 10,000 requests have been submitted to the system by citizens across every neighborhood and section of Pensacola. Excluding code enforcement complaints, the average resolution time for requests submitted through 311 is 4.58 days. 92 percent of requests have been resolved within 30 days, and more than 62% of requests have been resolved in 7 days or less. Once an issue is resolved, users who submitted their issue using the web or mobile app are asked to rate their satisfaction, with the current average rating at 4.4 out of 5.
“I’ve worked hard to create a ‘citizens first’ culture at City Hall that’s more efficient and more responsive to citizens,” said Mayor Ashton Hayward. “I want to use metrics to empower a culture of excellence across our organization. The Pensacola 311 system is an incredible resource that makes it easier than ever for citizens to get issues resolved quickly and efficiently. Internally, it’s a tremendous tool for accountability that allows us to measure our performance and pushes us to improve every day.”
The Pensacola 311 mobile app allows citizens to easily submit issues on the go, with the ability to pinpoint an issue’s location via GPS and the option to take and submit photos of the issue. The Pensacola 311 app is available for iPhone/iPad and Android devices and is a free download from both the App Store and Google Play Store.