City departments have responded to nearly 7,000 requests for service
Mayor Brian Arrigo announced this week that in its first year of implementation, Revere311 constituent services has answered more than 27,000 calls and worked with city departments to respond to nearly 7,000 requests for service – from plowing requests and downed trees to catch basin cleaning and pothole repair. Mayor Arrigo joined Revere311 staff to celebrate the office’s first birthday and take calls from residents.
“The people of Revere deserve the very best service from their city government. We’re using Revere311 to learn about and respond to our residents’ needs and operate the city more efficiently,” Mayor Arrigo said. “In just our first year of implementation, we’re already using data to inform better policy and make changes that have a real impact on everyday quality of life for our people.”
In addition to answering residents’ questions, Revere311 works closely with most city departments – especially the Inspectional Services (ISD) and Public Works Departments (DPW) – to ensure constituent requests are submitted, tracked and resolved as quickly as possible. In response to calls into Revere311 in its first year, DPW teams repaired over 600 potholes, trimmed and maintained over 400 trees, replaced or repaired nearly 400 signs and cleared nearly 90 catch basins, completing nearly 5,000 work orders created by 311 calls and online requests. In addition, ISD inspected over 1,600 properties in response to residents’ requests.
Revere311 has created three new jobs for Revere residents. Staff members at Revere311 speak English, Spanish and Haitian Creole and answer approximately 500 calls per week. The highest volume of calls came with severe weather in January 2018, when residents were seeking information about school closings and parking restrictions or wanted to submit requests for plowing and clearing of downed trees.
Residents can dial 311 or download the Revere311 mobile app to report issues, including potholes, missed trash pickups and faded street signs, as well as to get answers to hundreds of frequently asked questions. In addition to the phone number and the Revere 311 app, residents can make service requests and look up issues via the Knowledge Base at www.revere.org/311.
Implementation of Revere311 was made possible with help from a $54,000 grant from the Commonwealth of Massachusetts’s Community Compact IT Grant Program, a competitive grant program focused on driving innovation and transformation at the local level through investments in technology.