Revere Awarded State Grant to Implement 311 Customer Service System

Mayor Brian Arrigo announced on Monday that the City of Revere was awarded a $54,000 Community Compact IT grant from the Commonwealth of Massachusetts to implement a 311 customer service system for Revere.

When 311 launches, residents will be able to make “one call to City Hall” to get questions answered and report issues in need of attention, rather than going through the frustrating process of being transferred to multiple departments or having to leave multiple voicemails. This will also be integrated with the ability to submit requests for constituent services online, via email, or via a smartphone app. Residents who submit a request will be given a case number and the ability to track who they’ve spoken with and what actions have been taken to address their concern.

Boston, Malden and Worcester are among the cities in Massachusetts who have already adopted a 311 system. According to a report by the Collins Center at UMass-Boston, the presence of 311 reduces non-essential 911 calls and leads to quicker, more satisfactory service for residents. 311 also allows the city to gather effective data on what issues require more attention.

“When I took office, I made improving customer service at City Hall a top priority,” said Mayor Arrigo. “We immediately sought out funding opportunities to make 311 a reality. The Baker/Polito administration has been a great partner to municipalities as we look to upgrade our IT and improve service to residents. Implementing a 311 system will improve the quality of life for residents of Revere.”

“My administration is committed to bringing city services in to the 21st century,” added the Mayor. “We need to move past the days when people dreaded having to interact with City Hall. We have to make it a user-friendly experience. This is another step toward making that a reality.”

Under the state’s Community Compact IT grant program, municipalities can apply for state funding to help implement local priorities, such as 311. The Community Compact is an initiative led by Lt. Governor Karyn Polito, reflecting the administration’s commitment to supporting local governments.

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  • published this page in News 2016-06-13 09:23:37 -0400
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