ECC Launches 24/7 311 Chat Feature on 311Cincy.com

The Cincinnati Emergency Communications Center (ECC) has launched a new 24/7 online chat feature in partnership with Aurelian, giving Cincinnati residents another convenient way to request non-emergency City services.

Building on existing self-service tools (the 311Cincy Mobile App and 311Cincy.com) residents can now chat with an automated assistant directly on 311Cincy.com to submit service requests anytime, day or night.

A More Accessible 311 Experience

In December 2025, ECC introduced a redesigned 311Cincy.com to improve accessibility and ease of use. The new 311 Chat feature is available through a blue chat icon located in the bottom right corner of the webpage, as well as a light blue chat button at the top of the page.

The chat tool guides residents step by step through the service request process. For example, if a resident needs to schedule a bulk item pickup, the assistant will ask for item details, the service address, and preferred collection dates. Using this information, the system creates a service request that is routed through established City fulfillment pathways.

Improving Accuracy and Service Quality

The new chat feature enhances the City’s longstanding 311 self-service tools. Previously, online requests and mobile app submissions were sent directly to departments, bypassing ECC staff. When a request was submitted this way and a resident used an incorrect request type, the request could have been sent to the wrong department. This often resulted in delays as the request was rerouted. Citizens who take the time to locate and report an issue in need of service shouldn't be required to know the ins and outs of departmental processes at the risk of prolonging a resolution to their issue. The 311Cincy chat will reduce rerouting by guiding citizens through preestablished fulfillment pathways and giving 311 Customer Relations Representatives (CRRs) the opportunity to confirm their submission. 

Trained 311 CRRs review requests to confirm they are directed to the correct department before service delivery. This added layer of oversight helps ensure accuracy, improve response times, and maintain high service quality. ECC staff have been trained on the new technology and are prepared to escalate requests or follow up with residents by phone if additional information is needed.

Expanding Access to Services

The 311 Chat has broadened the types of requests residents can submit online. Some services, such as parking complaints, previously required a phone call but can now be submitted through the chat function.

The tool is designed to handle non-emergency City service requests and answer common questions. Before starting a chat, users are directed to call 911 in the event of an emergency. The system also recognizes certain keywords that may indicate an emergency and prompts users to contact 911 immediately. In some cases, ECC staff may follow up by phone depending on the information provided.

Commitment to Customer Service

“Our goal is to make it as easy as possible for Cincinnatians to connect with the right City service, at any time of day, through the method that works best for them,” said Bill Vedra, Director of the Cincinnati Emergency Communications Center. “This new 311 Chat tool expands access to non-emergency City services while preserving the quality and accountability our residents expect. By combining innovative technology with the experience of our 311 team, we can improve how requests are received, reviewed, and routed - helping us deliver better service to the public.”

Residents can continue to call 311 or 513-765-1212 for assistance with non-emergency City services. 311 call takers remain available to help with complex issues, answer detailed questions, and process requests that require a representative.

No matter how residents choose to request services, the City remains committed to delivering high-quality fulfillment, and the new 311 Chat feature is another step forward in that commitment.

 

Feedback on 311 Technology

The ECC is always looking for ways to improve service delivery and accessibility. If you have suggestions and want to share feedback on this new technology or other 311Cincy features, use this form.