Cleaner streets. Faster answers. Clearer communication.
In 2025, ATL311 made it easier for residents to connect with city services — by phone, online, and in person. From award-winning innovation to expanded service hours and record digital engagement, the department focused on delivering service with transparency, speed, and care.
As Atlanta grows, accessible customer service remains essential to building trust and strengthening how residents interact with their city government.
National Recognition for Resident-Centered Service
In 2025, ATL311 earned national recognition as a finalist in the Smart Cities North America Awards and was named the Award of Excellence winner at the Engage311 Conference, honoring leadership in innovation and resident-focused service delivery.
Atlanta City Council also recognized the department’s impact through an official proclamation celebrating ATL311’s commitment to customer service.
“These awards reflect the dedication our team brings to residents every day,” said an ATL311 team member. “Whether someone reaches us by phone, social media, or in person, our goal is always to provide clear answers and real solutions.”
Stronger Operations, Expanded Access
Operational improvements throughout the year helped enhance service delivery across the city.
ATL311 extended service hours for the Policing Alternatives and Diversion (PAD) Initiative and Supportive Services teams to 7 a.m. through midnight, Monday through Friday, expanding access to non-emergency support.
The department also:
- Updated its Interactive Voice Response (IVR) phone system to improve call routing
- Rebranded and refreshed the City Hall Customer Service Desk to create a more welcoming in-person experience
These updates ensure residents can more easily reach the right service at the right time.
Digital Growth and Clearer Communication
Digital engagement reached new milestones in 2025.
ATL311 surpassed 10,000 Instagram followers, gaining 1,680 new followers across platforms. Social media continues to serve as a critical service channel, especially during service disruptions and high-volume events.
To improve clarity and speed, ATL311 introduced text-based posts on X (formerly Twitter), allowing the department to share faster updates in a more accessible format.
The social media team also partnered with PAD, City Channel 26, and other departments to ensure consistent, accurate messaging across platforms. Team members attended the Government Social Media Conference (GSMCON), bringing back best practices in accessibility, content strategy, and engagement.
Building Trust Through Community Presence
Beyond digital platforms, ATL311 strengthened its in-person presence citywide.
The Community Outreach team attended 344 meetings and events in 2025, including 83 community meetings and events and 261 Neighborhood Planning Unit (NPU) meetings.
These conversations helped residents better understand available city services, how to submit service requests, and when to contact 911 versus ATL311.
ATL311 partnered with APD E911 and the Fulton County Behavioral Health Department to clarify response pathways, helping reduce confusion and ensure residents call the right number for the right situation.
During Customer Service Week, themed “Mission Possible,” Mayor Andre Dickens joined ATL311 staff in taking live calls from residents, reinforcing the City’s commitment to accessibility and accountability.
What’s Next
ATL311 will continue expanding digital engagement, strengthening cross-department partnerships, and finding new ways to share timely, easy-to-understand information with residents.
As Atlanta prepares for continued growth and major global events, clear communication and responsive service remain central to delivering effective and ethical government.
