Alexandria launches upgraded Alex311 portal, app update coming next week
Launch comes weeks after city report showed only 4 in 10 residents have used the service
The City of Alexandria has rolled out a redesigned Alex311 portal, with an updated mobile app set to follow on Dec. 22.
The launch comes less than a month after city officials presented a five-year progress report to City Council showing the customer service program has processed more than 172,000 service requests since 2020.
The new platform features a more accessible and mobile-responsive design. City officials have said the upgrade will enable advanced tools, including multilingual capabilities, chatbots, and virtual agents to provide around-the-clock responses.
Tenesia Wells, deputy director of the Department of Emergency and Customer Communications, told council members last month that while 90% of requests are now resolved within estimated timeframes, the 2024 resident survey showed only about 4 in 10 residents have submitted a 311 request, highlighting the need for additional outreach.
Residents can access the portal at alexandriava.gov/Alex311. The app is available for Apple and Android devices.
The city is encouraging residents to provide feedback on the new platform.
For assistance, residents can call the Alex311 contact center at 703-746-4311 or dial 311. Updates will be posted on the city’s Alex311 social media accounts on X and Facebook at @Alexandriava311.