311 is a single, three-digit phone number that can be dialed from anywhere in the Tuscaloosa city limits. This number can be used for all non-emergency inquiries on City services and information. Callers may report potholes, broken streetlights and get information about permits or licenses. 311 staff will connect callers with the proper person or resource or create service requests for appropriate city staff to handle.
This call center makes non-emergency information and services more easily accessible and understood. In 2012, an app for 311 was launched which made this service accessible on smart phones and includes a 311 knowledge base for common questions and answers.
Since its implementation 10 years ago, 311 staff members have handled an estimated 1.2 million calls, with over 120,000 from May 2016 to May 2017, and an estimated 270,000 service requests. Service requests initiate the process to handle inquiries that require action on the City’s part, such as filling a pothole. The most common types of service requests from the past year involve overgrown grass, code violations, broken water meters and cart repairs.