Alex311 marks five years with faster response times, AI-powered upgrades planned
City's customer service program has handled more than 172,000 requests since 2020
The city’s Alex311 customer service program celebrated its fifth anniversary with a report to City Council on Tuesday, showing significant improvements in response times and plans for AI-powered tools, including chatbots and virtual assistants.
Tenesia Wells, deputy director of the Department of Emergency and Customer Communications, told council members the program has processed 172,565 service requests since launching in 2020, with the percentage of requests resolved within estimated timeframes climbing from 72% to 90% over the five-year period.
The department serves as the city’s public safety answering point, handling all 911 calls along with 311 and non-emergency requests.
“While these numbers show we are performing well, the 2024 resident survey indicates that only 4 in 10 residents report submitting a 311 request, highlighting the need for additional community outreach and engagement,” Wells said.
The program plans to launch a redesigned website that Wells called a “Gateway to More” featuring enhanced web and mobile experiences. The upgrade will enable advanced tools, including multilingual capabilities, chatbots, and virtual agents to provide around-the-clock responses.
Wells said the team is still determining the user experience for the AI tools, but confirmed multilingual support will be available across the website, app, and virtual agents.
The 2024 resident survey found 37.2% of residents have submitted 311 requests, with heavier usage on the city’s east end. Officials said that the rate aligns with other surveyed cities but indicates room for growth.
Beginning in 2024, Alex311 implemented what officials call “360-degree accountability,” requiring departments to review causes when requests fall short of service expectations, identify barriers, implement fixes, and report findings to deputy city managers quarterly.
Councilman Kirk McPike praised the program’s responsiveness, sharing feedback from a resident whose issue with email newsletters was resolved within 15 minutes by team member Calvin.
“That’s exactly the sort of engagement that we’re looking for is that quick response,” McPike said.
Wells shared an anecdote from National Night Out where a resident named Craig described the service as being like “a good neighbor” who was available when needed and always had answers.
Mayor Alyia Gaskins requested a future report on AI initiatives being implemented across city departments, noting the council recently heard about AI use in the paratransit program.
Vice Mayor Sarah Bagley asked about addressing residents who mistakenly contact Alexandria, Virginia, instead of Alexandria, Louisiana. Officials said they would explore flagging incorrect zip codes to redirect those requests.
Since 2023, Alex311 staff have participated in 24 outreach events. Officials plan to expand targeted outreach beginning in 2026 through partnerships with existing city initiatives like the Healthy Homes Initiative.
The program maintains an average survey rating of 3.67 out of 5, with residents most frequently requesting better communication and follow-up updates throughout the service request process.
Alex311 is available through the city website, mobile app, Facebook, X, or by calling 311 or 703-746-4311. Phone service operates weekdays from 7 a.m. to 7 p.m. and Saturdays from 8 a.m. to noon.