City of Alexandria Launches “Alex311” Customer Service Initiative

Page archived as of March 21, 2020

City of Alexandria Launches “Alex311” Customer Service Initiative

­­For Immediate Release: February 24, 2020

The City of Alexandria has launched a new customer service initiative called Alex311, to connect customers to more than 175 City services in a variety of convenient ways. The service includes new web, mobile app, social media and phone options to submit requests for service or information:

  • Website: Visit alexandriava.gov/Alex311.
  • Mobile App: Use the Alex311 mobile app for iOS or Android devices.
  • Social Media: Contact @AlexandriaVA311 on Twitter or Facebook.
  • Phone: Call 311 or 703.746.4311, weekdays from 7 a.m. to 7 p.m. and Saturdays from 8 a.m. to noon (except City holidays).
  • In Person: Submit requests in person at any City government location.

“A core value of City government is continuous improvement, and the new Alex311 service represents significant upgrades to our customer service capabilities,” said City Manager Mark Jinks. “Alex311 provides customers with more convenient ways to contact us, more consistent updates on the status of requests, and a renewed commitment to providing excellent service every time.”

Alex311 lets each customer choose the applicable type of service needed so the request can be quickly routed to the appropriate City staff; attach photos and specify the location where service is needed; receive an estimated date by which the request will be completed; receive a tracking number and emailed status updates; and provide feedback about the customer service experience. With each interaction, City staff are committed to providing professional, accountable, responsive and courteous service.

Alex311 replaces the City’s previous Call.Click.Connect. service. For non-emergency requests requiring police response (such as animal control, motor vehicle crashes without injuries, parking and noise complaints, lost or found property, or crimes that occurred in the past), call 703.746.4444. For immediate police, fire or emergency medical assistance, call or text 911.

For more information, visit alexandriava.gov/Alex311.

For media inquiries, contact Craig Fifer, Director of Communications and Public Information, at craig.fifer@alexandriava.gov or 703.746.3965.

For reasonable disability accommodation, contact Alex311Service@alexandriava.gov or call 703.746.4311, Virginia Relay 711.

# # #

This news release is available at alexandriava.gov/113848.

Top