Mayor Michelle Wu announces launch of new version of Boston 311 app


Users can now submit service requests in ten additional languages.

Today, Mayor Michelle Wu announced the launch of a new version of the Boston 311 mobile app, aimed at improving the user experience with expanded language access and revamped features. The City of Boston 311, in partnership with the Department of Innovation and Technology and the Mayor’s Office of New Urban Mechanics, updated the app to provide increased language access capabilities and user experience easier to navigate.

Boston 311 is a 24-hour service that works with various city departments to respond to non-emergency service requests throughout the city, including potholes, park maintenance, trash and enforcement parking rules. Launched in 2009 as Citizens Connect, voters can use the 311 hotline, mobile app or online website to make a service request. Over the past 13 years, residents have submitted 1.1 million requests through the app. More than 50% of all inquiries reported by voters today go through the Boston 311 mobile app.

“Tackling the big challenges facing our city starts with solving the day-to-day issues our residents face in Boston neighborhoods,” said Mayor Michelle Wu. “The 311 app instantly alerts city crews to neighborhood issues, and now that it’s available in 11 languages, the app is more accessible and easier to use than ever. I would like to thank all City departments who worked on this upgrade and encourage all residents to use it when needed. »

“Our goal at the City of Boston is to put the needs of our residents at the forefront of our work and to use their feedback and feedback to continually improve how we provide online services,” said Julia Gutierrez, Chief Digital Officer for the City of Boston. “By providing our 311 app in the city’s 11 major languages, we hope to empower members of our communities who may not otherwise have interacted with the city.”

The new Boston 311 app, which is now available for download, allows users to submit service requests in 11 languages ​​- English, Spanish, Haitian Creole, Traditional Chinese, Simplified Chinese, Vietnamese, Russian, Cape Verdean Creole, Arabic, Brazilian Portuguese and French. These are the 11 most common languages ​​in Boston. The old version of the app only included an English option.

The updated app also incorporates design recommendations based on a six-week user research study conducted by the Mayor’s Office of New Urban Mechanics. Respondents provided feedback on Boston 311’s new design and features. Thirty-one residents from seven neighborhoods were interviewed; they represented seniors, immigrants, people with disabilities, youth, city employees, and native speakers of Boston’s most widely spoken languages. By listening to feedback from residents, the City was able to identify key usability issues and create a more accessible app with the app developer. Bits connected.

Additionally, users can now view the status of municipal services, a section that was previously only available on the Home Page, in the 11 languages ​​above. This upgrade builds on the City’s commitment to ensuring that all residents have equal access to City services and information. Voters can also now submit multiple photos as part of their service request.

The city’s community engagement firm will host a 311 app training session on Friday, October 7 to help voters learn how to use the app and what types of service requests it should be used for. During the training, which will take place from 3:00 p.m. to 6:00 p.m. at the Bruce Bolling Building, residents will be able to watch 311 employees navigate the app on a projector and ask any questions they may have. Neighborhood Services Office Neighborhood Liaison Officers have already tested the new 311 app while traveling in the community. Interpretation will be available in Spanish, Haitian Creole, Cape Verdean Creole, Vietnamese and Cantonese.

“The 311 app is a crucial tool for connecting with our constituents, but it only works if residents know how to use it properly,” said Head of Community Engagement Brianna Millor. “The expansion of language options in the app and the upcoming training offered by the City are key to ensuring residents can effectively use City services. Together, we can use the experiences of our constituents to solve problems and create a Boston for everyone.

“The new 311 app update is wonderful and more user-friendly,” said Annie Le, Chair of the Boston Little Saigon Board of Directors. “It also has resources that are available in one place with direct links. Language additions open up city resources and lines of communication to ALL Boston residents, making it easier for residents to access information and communicate their needs. The app makes communicating faster and easier than calling 311, which may not have a translator available. »

The new version of the Boston 311 app is free to download and is available for both iPhone and android or accessible by visiting Those with automatic updates enabled on their mobile device would have received the new version of the Boston 311 app. Those without automatic updates will need to manually update the app in the App Store.

Please note that the app should not be used to report emergencies, such as medical emergencies or criminal activity. To report an emergency, please dial 9-1-1.

For questions and more information, visit or dial 3-1-1. Residents are encouraged to share feedback on their experience with the app via the Boston 311 Feedback Survey.


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