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 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 city-wide 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 Austinites with a simple, single point-of-contact for City of Austin departments. Austin 3-1-1 receives over one million calls a year, producing over 200,000 service requests for departments within the City of Austin.
What started as police non-emergency line for the City of Austin has become a robust city-wide information center where ambassadors are available to answer Austinites' concerns 24 hours a day, 7 days a week, and 365 days a year.
Austin 3-1-1 Vision
Our goal is to make everyday life easier for all Austinites.
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.
Austin 3-1-1 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 Austinites 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.