On Wednesday, March 17, the city will launch an updated version of RVA311, the city’s current customer service and response system, which includes improvements to the online citizen portal and completely new mobile apps.
 
Using the improved web portal at RVA311.com and the mobile app, residents will be able to:

• Sign up to receive important city alerts and announcements straight to their phone;
• Use optimized search functions to find the right request type for your needs;
• Explore requests around the entire city, view request details and check in on request status using a map;
• Switch to a simple list view if users do not prefer a map; and
• Turn city services into a team effort, “upvoting” and “following” requests of interest instead of creating duplicate requests.

 
Also through the new web portal, residents will be able to view requests citywide, in their council district or in their neighborhood providing unprecedented public insight into the city services users request and the administration delivers every day via the “Insights” tab. 
 
“When a Richmond resident connects with RVA311, whether through a phone call, the website or the mobile app, they’re doing us a service: helping us help them,” said Mayor Stoney. “RVA311 serves as the eyes and ears of the city, telling us what residents prioritize and where service provision can improve. These exciting new features will make it easier for resident to request support and for the administration to provide it.”
 
Pete Breil is the Director of Citizen Service and Response. He, RVA311 Product Owner Tina Haney, and the Customer Service and Response team have been crafting the next generation of RVA311 for over a year. 
 
“We are delighted to launch the next generation of the citizen portal for RVA311 along with the completely redesigned mobile apps for both iPhone and Android,” said Breil. “The new self-service options for non-emergency requests incorporate over two years of citizen feedback and focus group input, and the new map-centric views make it easier to submit, track, and view requests in your community.”
 
Breil and his team take seriously their role as the main touchpoint between community members and the public servants fulfilling requests: “Our goal continues to be providing you, the resident, with the tools you need to connect with city services quickly and effectively, while also improving the tools city departments need to respond.”
 
You can download the next generation RVA311 mobile app in the App Store or on Google Play starting Wednesday, March 17. Also starting Wednesday, the user portal on RVA311.com will be updated.
 
As always, the hardworking team at Customer Service and Response is looking forward to serving Richmonders, whether they reach out via the new and improved mobile app and web portal or simply by calling 3-1-1.
 
For full presentations on the mobile app and user portal and a helpful demonstration video, visit RVAStrong.org/rva311.

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