To Submit a Service Request:
Simply call 3-1-1 when inside Dallas' city limits.
You may also access Dallas 3-1-1 by calling (214) 670-3111 from any location.
Access your phone's app store, locate and download the
OurDallas mobile app
iPhone App Store
Google Play Store
City Hall On-the-Go – let us come to you!
Create a "City Hall on the Go" service request.
Please note that City Hall On The Go is cancelled until further notice due to COVID-19.
To report an issue/complaint regarding a DPD Officer, click the link below for detailed instructions.
DPD Complaint Instructions - Rev 7_6_21.pdf
Configuration Team is responsible for managing the service request software,
including system performance and functionality. The Configuration Team
works with City Service Departments to ensure service requests capture the
information needed by departments to work citizen inquiries. The team are
proud to be able to offer better communication options like text messaging and
more detailed email correspondence regarding the status of service
requests. We are continuing to work with Service Departments to
streamline requests and provide a better experience for citizens using the web
and the OurDallas mobile app.
Assurance and Outreach
Quality Assurance and Outreach Division are responsible for the following
- Service delivery
of quality assurance and its customers –
Measures how well frontline staffers meet qualitative standards through
the quality assurance-monitoring process to create a unified customer
- Agent performance
monitoring and reporting – Used to gauge
the efficiency and effectiveness of the call center performance to ensure
the call center is meeting its goals and objectives and that all personnel
are achieving their work potential.
Management & Internal controls – Quality
Management conduct surveys with 311’s internal and external customers and
ensure the study of survey data meets the customer requirements while gauging
the effectiveness of 311’s delivery of service.
Outreach and Education – Dallas City Hall On The Go
(CHOTG), a mobile outreach program that brings City Hall and City services
to the community/neighborhood.
- Employee Advisory
Council (EAC) Liaison – The EAC is composed of a
group of employees who assist in gathering and leveraging input for
operational improvements, improving moral, recognition of employees and
implementing sustainable solutions to departmental challenges.
Reporting and Finance
The Reporting and Finance division in 311 is responsible for producing reports using real-time service request data, call center statistics, and City Hall on the Go! trends. These reports are utilized by the Mayor and City Councilmembers as well as the executive leadership within the City. The Reporting and Finance division is also responsible for receiving and responding to Open Records Requests submitted through the City Secretary's Office. Finally, the Reporting and Finance division develops and administers 311's budget. With the work we produce, we hope to create a more transparent City and continue to nourish our relationship with the residents and visitors of Dallas.
Workforce and Training
The Workforce/Training division improves, interprets, analyzes, and rates the workforce to reduce overhead, and increase customer satisfaction and experience. The Workforce division prepares daily reports of attendance of staff and manages schedules to ensure that there are adequate resources to answer incoming calls to the 311 Call Center. The instructors in the Training Division are responsible for cultivating a professional, courteous, highly knowledgeable, top-quality workforce. Instructors also act as Coordinators for 311, working on the forefront to relay and convey information and process changes to all departments within the City of Dallas. Our vision for 311 is to move into the future with cutting-edge technological training.
Browser Compatibility for the 311 System
The City's 311 system does not support Internet Explorer 9 and 10. Please move to a supported browser such as Google Chrome, Mozilla Firefox, Safari, Microsoft Edge or Internet Explorer 11. Residents that have difficulty accessing the system can email the City for technical assistance at