ATL311 has proudly been named the recipient of the 2025 Award of Excellence at the Engage 311 Conference in Phoenix, Arizona—an honor that celebrates the team’s innovation, dedication, and outstanding commitment to resident-centered service.
The Award of Excellence is presented annually by Innovate UtilityCX to recognize 311 centers that have demonstrated significant enhancements in service delivery, use of technology, employee engagement, and measurable performance improvements. ATL311 stood out for its commitment to operational efficiency, customer-focused innovation, and leadership that supports both its workforce and community.
ATL311’s recent advancements reflect a strong focus on transforming the way residents interact with City services. These enhancements include the launch of an upgraded mobile app, customer portal, and kiosk experience, along with new chatbot functionality and live agent chat—tools that have made it even easier for Atlantans to get help when they need it. The team also strengthened performance by leveraging key metrics like average handle time, speed of answer, and abandonment rates to guide decision-making and improve the customer journey.
In response to growing call volume, ATL311 implemented strategic solutions such as expanded business hours, increased staffing during peak periods, and smarter resource allocation—all designed to ensure fast, reliable service.
“We are proud of the work we’ve accomplished to advance ATL311 under the guidance and leadership of Mayor Andre Dickens, COO LaChandra Burks, our IT Department, our phenomenal ATL311 leadership team, dedicated employees, and city departments. This was truly a group project, and we’re excited about what’s ahead for ATL311,” said Commissioner Myesha Good.
Congratulations to the entire ATL311 team for this well-earned recognition. Your work continues to shape a more connected, efficient, and resident-focused City of Atlanta.
