311Cary Gives Citizens Direct Line into Cary Town Hall
Non-emergency service flexes municipal muscles to deliver seamless experience
- Cary Town Hall has launched an express line for citizens requesting non-emergency information and services, known as 311.
- Operating from 7 a.m.-7 p.m. weekdays, 311Cary is staffed by Citizen Advocates who assist citizens with their request from cradle to grave as they together navigate Town Hall.
- The 311 service, the first of its kind in the Triangle, is common in municipalities across the country.
CARY, NC – In short: burning building, call 911; burning question, you can now dial 311. That’s the mantra of the Town of Cary’s newest service offering, 311Cary. From missed collections to scheduling permits to reporting graffiti or potholes and so much more, 311Cary is the preferred method for citizens to make non-emergency requests for service and information.
“When you need something from your local government in Cary, the answer is simply 311. If our Citizen Advocates can’t help you on the spot, they’ll remain with you to navigate Town Hall together,” said Wes Everett, 311 Manager. Citizen Advocates – paid Town employees – have experience in local government ranging from months to decades. Everett noted that while other phone extensions into Town Hall still exist, the quickest way to resolve your issue is by starting with 311. Every inquiry in 311Cary will have a request number for both citizens and staff to reference and track.
311Cary meets citizens with their needs wherever they are. In addition to dialing 311 (or 919-469-4000 if outside Cary town limits), citizens can engage with 311Cary in the following ways:
- Logging requests at services.townofcary.org
- Tweeting @townofcary using #311Cary
- Messaging the Town of Cary on Facebook
- Emailing requests for information or services to firstname.lastname@example.org
311Cary operates weekdays from 7 a.m.-7 p.m. and will respond after hours to water and sewer emergencies. All other requests made after hours or online, including social media, may take up to one business day for a response.
“Harnessing the power of information, 311 changes the way we work internally and the systems we use to serve our citizens of today and tomorrow,” said Assistant Town Manager/Chief Innovation Officer Dan Ault. “With this endeavor, we’re laying a critical foundation to simplifying the interactions between citizens and staff, allowing for a richer, more authentic experience for all involved.” Regular enhancements are planned to 311Cary based on user engagement and citizen journeys.
311 is a common service offering in municipalities across the country. Originally designed to alleviate overwhelmed 911 Centers, 311 now harnesses the power of data and performance metrics to service citizens and create the next generation of civic infrastructure. Learn more about 311Cary at www.townofcary.org/311.
*Media Note – Members of the media are invited to a tour and demo of 311Cary on Friday, February 14 from 10-11 a.m. Click here for photos of 311Cary.
Wes Everett, 311 Manager
Dan Ault, Assistant Town Manager/Chief Innovation Officer(919) 469-4000