Pittsburgh launches new 311 system, streamlining how residents can report city issues
PITTSBURGH (KDKA) — If you live in the City of Pittsburgh, a new system is now available that allows residents to report any issues they see in their neighborhoods. PGH311 is replacing the old system called MyBurgh.
"We're really excited about the system upgrades to 311. This has been a long time coming. I believe we have our old system for about a decade, so it's very outdated," said Stephanie Gagne, a management analyst for the City of Pittsburgh.
The system is for non-emergencies and can be reported on the PGH311 website or app.
"If you see a pothole on the street, which you know we're seeing now with the freeze and thaw cycle, if you had a missed trash pickup, if you see graffiti, things like that. Just everyday things that aren't emergencies, we'd like you to report that to 311 so we can get on it and get the problem resolved," Gagne said.
She said the new system promises a more user-friendly experience compared to the last.
"I think a lot of the time it would be confusing on which service request you need to select to actually fix the problem. So, we've really narrowed down your options for residents, so it's very clear to them, if they're having a problem, what request they should be filling out. And then it's very clear internally what department that should be going to," Gagne said.
On the app, residents can request what service department they need and then can upload pictures of an issue they're experiencing, like a pothole, and include the location so it's easy for city officials to see where it is and how bad it might be.
From there, the city said its biggest upgrade is that the request will include a resolution estimate timeline to guarantee it's not going ignored.
"I think coming into the administration, we saw a lot of backlog of tickets. Tickets that were unanswered have been open for years and years and years with no response. So something that we are implementing, and have worked with all the departments to standardize, is a service level agreement so that will tell residents when they go to submit their service request on the website, to say, you know, the resolution estimate," Gagne said. "So some of the tickets, for example, have seven business days, so you should be hearing back, and we will have a resolution for you depending on that estimate."
The app is meant for city residents only but Gagne said if you're visiting the city and come across an issue, you can still use the app to request service.
"If you're not a city resident but you see a problem when you're within city quarters, you're more than welcome to submit a request online or call our mobile line," Gagne said.
