PDX311's March Program Report

City of Portland, Oregon sent this bulletin at 04/22/2025 09:51 AM PDT

Monthly Report

March 2024

PDX311 representatives tabling at the Community for Positive Aging in March

Hours
7 a.m. - 8 p.m.
23 active staff

18,801
Contacts in
March

82% of calls
answered in
25 seconds or less

What is 311?

311 provides a single point of contact for community members to access City
government and the services it provides. The program also provides information and referral services to the community for other local government, community and social services, including vital and time-sensitive public notification in emergency and disaster.

PDX311’s Got the City Talking

The Portland Insight Survey results were released earlier this week, and citywide awareness of 311 has increased significantly in the past two years—rising from 47.8% in 2022 to 58.6% in 2024. PDX311 aims to make connecting to government easy and accessible to community members, and these numbers show that more than half of those surveyed now recognize 311 as a resource.

That said, there’s still more work to do. A significant portion of Portlanders—especially those in East Portland and those who identify as Hispanic or Latino/a/x/e, Asian, and Black or African American —remain unaware of 311 as an easy way to connect with their government. PDX311 will continue to focus our outreach efforts to reach these community members.

Contact Volume

In March PDX311 answered 18,801 requests from community members, including phone calls, emails, and in-person requests at the Portland Building.

Contacts to PDX311 in March grew 25% between 2024 and 2025.

Lines show numbers of contacts from all sources in 2023, 2024, and 2025.

Contact volume by service

Community members contacted PDX311 most frequently about: campsite report/cleanup/information, the 503-823-3333 line for Public Safety Non-Emergency services, and parking enforcement.

Bars show the number of times 311 assisted community members with services by March volume.

Contact volume by agency

Top three agencies by March contacts, grouped by jurisdiction.

Lines show the number of times 311 assisted community members with services provided by the corresponding bureau or jurisdiction.

Three-month contact volume trends

Top 10 bureaus by contact volume, from January through March.

Improving customer service across the City

PDX311 is working with the Bureau of Technology Services and many City programs to modernize and streamline phone, email, and online customer service and replace outdated technology like TrackIT. The goals of this work are to make it easier for community members to report common issues or request City services and to help City staff more efficiently respond to these requests.

To date, the team has launched 23 improved online forms on Portland.gov. Recently launched services include:

In March, community members used these improved online forms to submit 22,820 reports, requests, and applications. The top five forms by number of submissions were: reporting a campsite, reporting an abandoned vehicle, reporting graffiti, applying for a street use permit, and requesting assistance from a City Outreach worker.

Highest volume online services
Online forms with the greatest number of submissions in March.

Outreach

March 2025

PDX 311 at APANO Small Business Resource Fair and Community for Positive Aging

APANO Small Business Resource Fair
PDX311 tabled alongside more than 20 other organizations at the annual APANO Small Business Resource Fair, held on March 4 at Portland Community College. The event brought together over 100 attendees with experts and resources dedicated to small business success and community growth, while also fostering meaningful connections.

Community for Positive Aging
The Community for Positive Aging is a 501(c)(3) not-for-profit, age-positive hub that offers a multitude of no-cost, donation-based services. Its team is enhanced by peer-run programs and provides resources that empower individuals to learn, connect, and grow. PDX311 tabled at the former Hollywood Senior Center on March 11 to share information about our program and explain how we can serve as a resource for connecting with local government.