Today, Mayor John Tory announced the launch of a new mobile app for 311 Toronto, making it easier and more convenient for residents, businesses and visitors to connect with 311 Toronto – anywhere, anytime on any smart device.
City of Toronto launches new 311 Toronto mobile app
The 311 Toronto app offers more benefits to the end-user, including:
- GPS capability to allow users to pinpoint and set the exact location of a service request
- Ability to view open requests in a given neighborhood to find out whether an issue has already been reported
- Functionality to explore nearby points of interest, such as civic centres, libraries and museums
- Camera function to easily upload and attach a photo to a service request, for additional context
- Appointment booking for select services with confirmation, reminders and notifications to the user’s device
- Individual personalization, dark and light mode, stored preferences, and information auto-fill
The launch of the mobile app is an extension of the enhanced 311 Toronto service experience introduced last fall. This included online self-serve submissions for all of the approximately 600 service requests that 311 offers, start to finish tracking of requests, real-time status updates via text (SMS) or email notification, live online chat and an expanded Knowledge Base. All enhanced features are now even easier to access on the new mobile app.
The mobile app is part of the integrated system offering the City improved analytics and reporting capabilities to inform ongoing 311 Toronto service updates and identify potential service improvements and needs across the city.
311 Toronto is the gateway to City information, programs and services for residents, business owners and visitors, and will continue to be available by phone, 24 hours a day, seven days a week, 365 days a year. In 2021, 311 handled 1,346,077 interactions via phone, email, web and social media, fulfilling 414,591 service requests. The 311 knowledge base had 3,712,041 public views – an increase of more than 1.3 million interactions from 2020. Dedicated and knowledgeable staff are available 24/7 to provide a quality service experience through multiple channels of communication. 311 is available in more than 180 languages over the phone and in more than 50 languages through automatic digital translation online and on the mobile app.
The 311 Toronto app is available for iOS and Android devices and can be downloaded for free from Google Play and Apple App stores.
More information about 311 Toronto is available online .
“We want to make it as easy as possible for residents to access 311 Toronto. The new 311 Toronto app brings all of the great features of the new and very successful 311 web platform directly to your smartphone. It has never been easier to access 311, your gateway to City services and programs. This is one more example of the work we are doing – and that we have continued throughout the pandemic – to modernize City services and make them easier to access for all residents and businesses.”
– Mayor John Tory
“I am thrilled to see the launch of the 311 Toronto mobile app today – another significant step forward in the modernization and transformation the customer service experience. Not only do users have access to all the 311 services in the palm of their hand, but now there are even more great features that your phone will allow you to access. Use the GPS function on your device to zoom right into your location, take a photo and attach it to your request so the 311 crew sees exactly what you see, and submit a service request faster and easier. We are excited to introduce this terrific mobile app that will result in a faster and more efficient experience.”
– Councillor Paul Ainslie (Scarborough-Guildwood), Chair of the General Government and Licensing Committee
“The launch of the 311 mobile app is another important step forward in our customer service experience transformation that is delivering greater convenience and more choice. The launch of new 311 Toronto service experience this past fall set the stage for allowing us to further enhance the offering and providing this improved all-around experience.”
– Deputy Mayor Stephen Holyday (Etobicoke Centre)
“I commend the team on the continued modernization of City services enabled by technology to improve the interaction for users through various channels with 311 Toronto. The collaboration between Technology Services, 311 Toronto and all City divisions is critically important in transforming the public experience.”
– Lawrence Eta, Chief Technology Officer, Technology Services Division
“I am very proud of the team at 311 Toronto and all City divisions who played a part in bringing the 311 Toronto mobile app to life. Our goal, as always, is to continuously provide exceptional service to Toronto residents, businesses and visitors. We are pleased to introduce this new application, providing another easy and convenient way to connect with 311, the gateway to City information, programs and services.”
– Gary Yorke, Director, 311 Toronto