In 2001 the City of Austin began using 3-1-1 for Police non-emergency calls.  This helped to reduce the number of calls to 9-1-1 so they could concentrate on those calls where either life and /or property were in danger.

In 2003, the idea of expanding 3-1-1 to include additional city services came to reality and 3-1-1 became known as the Citywide Information Center, joining the Austin Energy customer care family.

Then in 2007, the service officially adopted the name Austin 3-1-1.

Today, Austin 3-1-1 provides the residents of Austin with a simple single point of contact for every city department.  Austin 3-1-1 receives over 1 million calls  a year producing over 200,000 service request for departments within the City of Austin. 

What started as Police non-emergency line for the City of Austin has become a robust Citywide Information Center where ambassadors are available to answer residents’ concerns 24 hours a day, 7 days a week, and 365 days a year.

3-1-1 Vision

Our goal is to make everyday life easier for all residents of Austin.

3-1-1 Mission

As ambassadors for the City of Austin, we provide uncomplicated access to city services and information, while leveraging available data to identify improvements for all city departments.

3-1-1 Values

  • Communication - We commit ourselves to communicating internally and externally with integrity and honesty
  • Accountability - We will embrace a culture of accountability, holding all ambassadors to the highest standard of service
  • Reliability - We will provide reliable, consistent customer service to all residents and city departments
  • Empowerment - All our employees will be given trust, autonomy and responsibility to provide the best service possible
  • Service - Austin 3-1-1 will be the leader in quality public service, with all employees acting as Ambassadors for the City of Austin