Sugar Land Launches 311 Non-Emergency System

SUGAR LAND, TX — The City of Sugar Land has launched it's very own 311 non-emergency system, that will allow faster access to city services and provide a way for residents to ask questions, problems, or track requests for service.

The new system is is the same type of system that has been in place for many years in larger metro areas, such as Houston, Austin, San Antonio and Dallas.

"311 builds upon the city of Sugar Land's long-standing reputation of providing superior service to our residents," said City Manager Allen Bogard. "The consolidation of existing technology and resources into 311 allows the program to deliver a cost-effective enhancement to our citizens, which is in line with our city's mission to enhance the quality of life in the community through a commitment to excellence in the delivery of public service."

The new system is the result of the city's customer service strategic project that began in 2013 and tasked city staff members from across the city organization with analyzing the city's customer service practices, as well as industry best practices.

The new 311 line is staffed by customer service ambassadors who are trained in customer service and are equipped with a comprehensive knowledge of city services, and whose goal it is to identify the best way to assist with general questions or service requests during residents' first interaction with the city.

Residents can call 311 from 7 a.m. to 5 p.m. Monday through Friday, excluding city holidays.

An after-hours answering service assists with and dispatches urgent calls to city staff members in the evenings and on the weekends, allowing residents to reach a live person 24/7.

Residents have the option to submit questions and requests to 311 day and night using a variety of communication technology:

• By phone, call 3-1-1 or 281-275-2900 (the 10-digit number for outside of the city's corporate limits).* Email 311@sugarlandtx.gov.
• Submit a request via MySugarLand, the city mobile app that can be downloaded at http://www.sugarlandtx.gov/80/Mobile-App-Download.
• Visit the 311 Contact Center webpage at www.sugarlandtx.gov/311.
• In preparation for the official launch of 311, the customer service ambassadors supported the city's response to Hurricane Harvey and other severe weather events, as well as the December annexation of the Greatwood and New Territory communities.

For more information about 311, visit www.sugarlandtx.gov/311.

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