From a press release:
“On Thursday, Mayor Muriel Bowser, joined by Homeland Security and Emergency Management Agency Director Chris Geldart and DC Office of Unified Communications Director Karima Holmes noted the 10th Anniversary of the consolidation of 911 and 311 operations and also gave updates on the city’s operations new Text to DC311 service.
In September as part of the Mayor’s Street Light Repair Drive, she announced the addition of Text to DC311. The service has been upgraded to allow connection to the 311 Menu to report an array of city service needs.
As part of the commemoration, she presented an Appreciation of Recognition to the Executive Director of the Downtown Cluster of Congregations, Terrance Lynch, as 311 “Super User”. She noted his role in bringing attention to street lights being out in neighborhoods across the city, and his having filed over 10,000 311 requests for various services.”
Mayor’s press release after the jump.
“Mayor Muriel Bowser today joined Office of Unified Communications (OUC) Director Karima Holmes and Homeland Security and Emergency Management Agency Director Chris T. Geldart in an event commemorating the 10 year anniversary of the consolidation of 911 and 311 operations at the Unified Communications Center (UCC) site on Martin Luther King, Jr. Ave., SE. While marking the occasion, the Mayor also gave the community an update on the operation of the city’s new Text to DC311 service, which was launched in late September.
The UCC is the main call processing center for the OUC, handling upwards of 3 million emergency and non-emergency calls each year. It began operation in September of 2006, merging the city’s communications operations with police, fire, emergency medical services and homeland security. The city’s Emergency Operations Center, under the direction of HSEMA, is housed at the UCC, as is some functions of the city’s Office of the Chief Technology Officer (OCTO).
DC311, or the city’s non-emergency service, is undergoing significant upgrades. In September 2016, during the mayor’s Street Light Repair Drive, she announced the addition of another platform upon which to request city services. Text to DC311 – connects directly to the city’s 311 call center and puts city services and agency information right at a customer’s fingertips. By texting the name of the service or “Menu” to “32311”, the customer can send information about a broken parking meter or street light, where to pick up bulk trash or debris, or a number of other city services. A new function that has been added since last month’s street light event is “live agent”. This allows a customer to “chat” live with an operator during certain times of the day. The “chat” function flows into the 311 center and can be responded to in real time by an operator.
In addition to the new Text to DC311 service, customers can also use a new and improved web portal www.311.dc.gov to email a request to DC311. And, of course, a customer can call 311 to request services.
The mayor also introduced several new 311 call takers hired through the Department of Employment Services’ Learn Earn Advance Prosper (LEAP) program. LEAP is a network of interconnected partners utilizing the “earn-and-learn” approach, linking the city’s unemployed residents with employment, education and training opportunities. The earn-and-learn approach applies the apprenticeship model to skill development, allowing individuals to earn a wage while participating in an on-the-job training experience and concurrently participating in related technical instruction. See more on LEAP here: http://does.dc.gov/leap
As part of the event, Mayor Bowser introduced the system’s most prolific user, Terry Lynch. Lynch, who is executive director of the Downtown Cluster of Congregations, received official recognition as a 311 “Super User”, having placed more than 10,000 calls for service in 2016 alone.”