A Personal Connection at City Hall
The morning of Tuesday, October 7 began with an unexpected voice on the other end of the line for several Atlantans calling 3-1-1: Mayor Andre Dickens himself. In honor of Customer Service Week, the Mayor joined frontline representatives at the Department of Customer Service’s ATL 311 Center, taking live calls from residents, business owners, and visitors seeking city assistance.
The visit reflected his hands-on leadership style and his focus on effective and ethical government—one that listens, responds, and delivers with care. “Our 311 team is often the first impression residents have of city government,” he said to the staff. “Your professionalism, patience, and compassion build trust every single day.”
The City’s First Point of Contact
ATL 311 fields thousands of calls each week, connecting Atlantans to more than a hundred city services—from pothole repairs to sanitation pickup, business permits, and neighborhood improvement requests.
Earlier this year, the City spotlighted how new analytics tools and routing systems are helping improve 311 response times and track issues more effectively. Tuesday’s event built on that progress, reminding residents that behind every data point is a person—and behind every call, a team dedicated to solving problems quickly and respectfully.
Celebrating the Faces Behind the Phones
The Mayor spent the morning greeting team members, listening to their experiences, and joining calls to personally thank constituents for engaging with the City. His participation underscored how customer service excellence starts at every level of government, from the front lines to the Mayor’s Office.
Each representative was recognized for their role in connecting Atlantans to the help they need—whether a resident requesting a streetlight repair or a business owner clarifying permit requirements.
Why It Matters
Moments like this turn a phone call into a relationship. By engaging directly with 311 users, Mayor Dickens demonstrated that Atlanta’s government isn’t just efficient—it’s accessible and human. The visit also highlighted how technology and empathy work hand-in-hand to deliver better outcomes for residents.
Learn More
Residents can reach the City of Atlanta by dialing 3-1-1 (inside city limits) or 404-546-0311, visiting ATL311.com, or using the ATL 311 mobile app to submit requests and track updates.
