Since its inception, 311 has continued to serve as the primary channel of communication between local governments and their communities. And, although the original 311 phone number is still in use, the system has been augmented by additional data collection and reporting methods such as online forms, social media, email, phone calls and walk-ins. Synthesizing all of the information that comes in through these various channels is a manual process, and places extra strain on staff while causing delays.

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