The City of Knoxville is proud to announce the celebration of March 11 as 311 Day, a day dedicated to recognizing the city’s innovative and free service known as Knoxville’s phone number. Since its inception in May 2005, operated by the City’s Center for Service Innovation, Knoxville’s 311 has set a national standard for municipal call centers, earning the title of the top 311 service in the nation three times, with the most recent accolade in 2023. This unprecedented achievement has not been matched by any other city.
311 serves as a vital link between the city’s residents and the services they need. By simply dialing 311—or 865-215-4311 for certain cell phone carriers—residents are connected to a customer service representative who can quickly route their service requests to the appropriate department. These requests range from reporting dirty lots and arranging for bulky solid waste pickup to addressing municipal court inquiries, missed trash pickups, and trash cart issues. In 2023 alone, the service has handled over 40,000 service requests and made 180,000 customer contacts.
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The efficiency and responsiveness of the 311 service have garnered high praise from the community. According to a regular survey of 311 users, an overwhelming 99 percent would recommend the service to their neighbors, highlighting the system’s customer service excellence and its adaptability to meet community needs.
A testament to its versatility and commitment, during a severe weather event in January that brought frigid temperatures and roughly 10 inches of snow, 311 played a crucial role in supporting the joint City-County Emergency Operations Center (EOC). The service adeptly managed an influx of calls, ranging from inquiries about road conditions to assisting dialysis patients in reaching treatment facilities, handling as many as 1,700 calls in a single day.
Additionally, the MyKnoxville mobile app, available for Apple and Android users since March 2021, has further enhanced the accessibility of 311 services, receiving 4,049 service requests from 2,781 users to date.
As Knoxville celebrates 311 Day, the city invites residents to learn more about the valuable services provided by 311 and to join in acknowledging this essential city resource. For more information, visit KnoxvilleTN.gov/311.
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