PDX311's April Program Report

City of Portland, Oregon sent this bulletin at 05/14/2025 04:32 PM PDT

Monthly Report

April 2025

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

17,815
Contacts in April

81% 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.

Contact Volume

In April 2025, PDX 311 answered 17,815 requests from community members, including phone calls, emails, and in-person requests at the Portland Building.

Contacts to PDX 311 in April grew 10.5% between 2024 and 2025.

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

Contact volume by service

Community members most frequently contacted PDX 311 about reporting a campsite cleanup, automatic transfers from the 503-823-3333 Public Safety Non-Emergency dispatch line, and parking enforcement.

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

Contact volume by agency

Top three agencies by April contacts grouped by jurisdiction.

Bars 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 February through April.

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Services and many City programs to modernize and streamline phone, email, and online customer service and replace outdated technology like TrackIT.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.

Recently launched services include:

To date, the team has launched 23 improved online forms on Portland.gov. In April, community members used these improved online forms to submit 23,673 reports, requests, and applications. The top five forms by number of submissions were: reporting a campsite, reporting an abandoned vehicle, applying for a street use permit, reporting graffiti, and applying for a cooling unit.

Highest volume online services

Online forms with the greatest number of submissions in April.

Community Engagement

Getting the word out about 311 through City vehicles

The proposed update to Administrative Rule ADM 10.01 modernizes marking on new City vehicles.
Key changes include:

Updating the City’s website from "www.portlandoregon.gov" to Portland.gov for accuracy and improved readability.

Adding 311 as a contact option alongside the existing 10-digit number (503-823-4000). 311's three-digit number is easy for the public to remember and provides access to PDX311 customer service representatives seven days a week.
Retaining the ten-digit phone number ensures that individuals using VOIP services or calling from outside Multnomah County can still reach PDX311 representatives during the same hours.

These revisions enhance clarity and transparency without introducing or removing any policies. The rule continues to support the City's requirement for consistent visual markings on City vehicles.

Comments or Feedback?Email kristin.brown@portlandoregon.gov or call 3-1-1 to provide written comment regarding the proposed changes by 5 p.m., June 15, 2025