City Launches New 311 Intake System
Will Enhance Resident Engagement and Service Delivery
Pittsburgh, PA – The Mayor’s Office and the 311 team within the Office of Neighborhood Services announced the launch of the City’s new and improved 311 Customer Relationship Management system. This update marks a significant step forward in streamlining how residents can report issues, connect with the right departments, and receive timely resolutions.
The enhanced system promises a more user-friendly experience, empowering Pittsburgh residents and visitors to easily report issues via an updated website and a newly launched mobile application. The mobile application, PGH311, will replace the former MyBurgh application, allowing residents to submit requests and receive responses, including messages and photos, directly from City staff.
“We are excited to offer Pittsburgh residents a more intuitive way to engage with City services,” said Mayor Ed Gainey. “The new 311 Customer Relationship Management system will make it easier for residents to report issues and track progress, ensuring that their concerns are addressed in a timely and efficient manner.”
As part of this upgrade, all City of Pittsburgh Departments and City Council offices were offered training opportunities for the new Customer Relationship Management system to ensure a seamless experience for both staff and residents. This training initiative ensured that all parties are equipped with the tools and knowledge to manage and respond to service requests more effectively, further enhancing the City’s responsiveness to its residents.
Key Features of the New 311 Intake System
More User-Friendly: The updated Pittsburgh 311 website and intake form provide a simpler, more efficient way for residents to submit service requests.
PGH311 Mobile App: A new mobile application replaces MyBurgh, offering a modern, accessible platform for issue reporting.
Service Level Agreements (SLAs): For the first time, each service request will include a resolution estimate timeline so residents will know when they can expect a response from the City, ensuring greater transparency and accountability.
Internal Upgrades: On Monday, February 3, City staff started using a powerful new Console and Mobile Worker app, helping 311 agents, responders, and departments manage and respond to requests more effectively.
Future Updates: Future enhancements include the introduction of a chatbot to allow residents to report issues or access resources for problems that can be resolved without a 311 submission. The system will also integrate with other internal City software, including Cartegraph for Department of Public Works users, to improve coordination and response times.
“We want to thank the dedicated staff in I&P, 311, and PLI for their tireless efforts throughout the past year,” said Mayor Gainey. “We also want to thank staff across all departments who offered feedback along the way and helped bring this project to life. Their work has been integral in delivering this platform that will enhance our community’s experience and engagement with City services.”
For more information or to access the new 311 Customer Relationship Management system, visit Pittsburgh 311 Home.
About the Office of Neighborhood Services
The Office of Neighborhood Services is committed to enhancing the quality of life for Pittsburgh residents by providing efficient services, fostering community engagement, and improving the livability of the city through effective problem-solving and resource management.