What’s New
ATL311 is continuing its commitment to making it easier for residents to connect with City services by introducing an enhanced phone system with new Interactive Voice Response (IVR) prompts.
The updated IVR system offers clearer menu options and faster call routing. When residents call ATL311, they’ll now hear a welcome message from Mayor Andre Dickens followed by improved menu options designed to connect them directly with the representative best suited to address their concerns.
Why It Matters
This upgrade reflects ATL311’s ongoing effort to use technology to simplify access to City services and enhance the customer experience. Each improvement to the phone system helps reduce wait times, minimize transfers, and ensure that every caller reaches the right resource the first time.
“These updates are designed to make connecting with City services easier and more personal,” said Joy Quarles, Director of ATL311 Customer Service Delivery. “Our goal is to ensure every resident gets the help they need and the support they can rely on.”
By the Numbers: Updated Menu Options
Here’s what residents will hear when they call:
- Press 1 for Spanish
- Press 2 for E-911 Non-Emergency Police and Fire Services
- Press 3 for ATL311 Supportive Services including PAD (Policing Alternatives & Diversion) Community Response Services
- Press 4 for all other City departments
What’s Next
The upgraded phone system isn’t just a technical update—it’s a step forward in making City of Atlanta non-emergency services more efficient and responsive to residents’ needs.
Residents can experience the new system by calling 311 (inside city limits) or 404-546-0311 (outside city limits).
