From a few people and a phone line to a thriving customer service center, the region’s first 311 Center is still going strong  

During the week of March 11, the City of Somerville is not only celebrating National 3-1-1 Day, it is marking the 20th anniversary of it’s 311 Constituent Services Office. The first 311 service to be established in the region, Somerville’s 311 team works year-round, around the clock, and through every storm to connect the Somerville community to City Hall and its services. 

Known for its “One Call to City Hall” mantra, Somerville’s 311 service launched in December 2005 with a team of just three phone operators. Today, 13 staff field and manage more than 100,000 calls per year ranging from tree trim requests and pothole reports to connecting people to vital supports during the peak of the covid pandemic. The office is always open, taking calls in any language 24/7 year-round. Other area cities later followed Somerville’s lead, with Boston adding 311 services, for example, in 2016. 

“311 forms the heartbeat of city operations, handling tens of thousands of community requests per year. For many residents, 311 staff are their first and most frequent point of contact with the City, and it’s truly impressive how 311 continues to adapt and expand to understand the diverse needs of our community,” said Mayor Katjana Ballantyne. “Whether reporting a broken streetlight, requesting interpretation at a community meeting, or checking the time of the July 4 fireworks, 311 is ready to assist. I want to thank the dedicated 311 staff who work tirelessly to keep our residents informed, our local services responsive, and our city running smoothly.” 

Somerville’s 311 Office has continued to innovate and expand over the years. Though the service launched solely with a phone line, 311 now take requests via social media, live chat, text, web, and their very own mobile app, which was recently upgraded and re-released. The app allows residents to quickly and easily snap photos, send geotagged requests, and track their progress. The team also plays a key role during emergencies keeping lines of communication open and answers on where to get help at the ready.  

While many are aware of 311’s front-facing role, behind the scenes the office also functions as a vital nerve center and data source for the city. The Office manages both internal and public requests across dozens of departments and teams, tracks response times, ensures completion, and analyzes data on the whole process to identify trends and needs.  

For example, great strides in the City’s rodent control efforts at the time were made in the 2010s with the help of 311 data that could pinpoint when and where residents reported rodent sightings. The team also does advanced work in improving customer experience citywide via strategic customer service trainings and collaborative work with departments on data-informed improvements to service delivery.  

“The success of 311 is all about the people behind it. Our staff work tirelessly to ensure everyone in the community gets the help they need with professionalism, patience, and care,” said Steve Craig, Director of Constituent Services. “Every interaction is an opportunity to show people that city government is listening and responding.“ 

When you take tens of thousands of calls and requests per year, some interesting ones are sure to turn up in between the usual topics. Staff have shared a range of tales including receiving the question, “Is Stockholm still in Sweden?”, a request for “How do you spell electrician?”, and once needing to talk down a resident who thought a bear was on their roof when it was actually an earthquake aftershock.  

Other fun facts? 311 was the first city office to offer multilingual services, established the city’s first social media feeds, and has advised cities nationwide on the setup of their own 311 centers. The staff also always don impressive, coordinating themed costumes for Halloween (their Wizard of Oz costume year was fitting for this whiz of a team). 

As with any customer service operation, staff also learn to graciously handle aggressive callers. De-escalation training and superhuman patience help with the job—as does the occasional thank you. Feel free to thank your 311 team the next time you reach out. 

Get in Touch With 311 

Whether you’re reporting an issue, requesting a service, or simply have a question, there are several ways to contact 311 in Somerville. 311 can also provide free interpretation services for non-English speaking community members: 

• Visit City Hall: Stop by Somerville City Hall (93 Highland Ave.) during regular business hours and speak with a staff member at the 311 Welcome Desk located in the front lobby. 
• 311 Mobile App: The revamped 311 app offers more request types and customizations to make it easier to submit and manage service requests. Available for iOS and Android, download the app at somervillema.gov/311. 
• Phone: Residents can dial 311 or (617) 666-3311 for non-emergency inquiries and requests 24/7. 
• Email: For those who prefer email, residents can submit a request to 311requests@somervillema.gov. 
• Social Media: Connect with 311 through social media platforms to receive updates, ask questions, and report issues. 
  • X/Twitter: @311Somerville 

• • Facebook: fb.com/311Somerville 
  • Instagram: @311somerville 
  • Bluesky (launching soon!): @311somerville.bsky.social 
• Live Chat: Chat in real time with 311 staff Monday through Friday, 8:30 a.m. to 4:30 p.m. 
• Website Submissions: Visit somervillema.gov/311 to submit service requests and track the progress of ongoing work orders.