The City of Aspen Launches Aspen 311 Connect
New service request app, online portal will enhance customer service
Aspen, Colo. – Wednesday, July 6, 2022 – The City of Aspen today announced the launch of Aspen 311 Connect, the City’s customer service platform, tracking community issues to resolution. The platform includes a mobile app and online portal that will allow the community to submit requests, concerns, questions and kudos through the convenience of a mobile device.
Aspen 311 Connect is available to download for free as a mobile app from either Google Play or the Apple App Stores, search as “Aspen 311.” Once downloaded, residents and visitors can submit or track requests wherever, whenever they choose. Additionally, the city’s website, aspen.gov hosts a “Report An Issue” button on the home page to link visitors to the web portal to submit requests online.
Community members can use the tool to learn about City services or submit requests on assorted topics, including potholes, street light repair, graffiti, illegal dumping, snow removal, air quality, noise complaints and more. When submitting a request, the customer can provide city staff with specific descriptions, pictures, videos, locations and other valuable information needed to respond to an issue efficiently. Aspen 311 Connect is not for emergencies, and community members should still call Aspen Police or 9-1-1 when necessary.
“We’re excited to launch Aspen 311 Connect as we continue our efforts to improve how we deliver services to the community,” said Strategy & Innovation Office Director Patrick Quick. “I am hopeful that this new technology will enable the City to efficiently and transparently track community issues to resolution, while still providing an excellent customer experience from our staff.”
Once received, the system identifies the departments and staff involved and sends notifications to them, eliminating the need for residents and visitors to search for the correct phone number or department to make the report. The system is configured so that community members can create an account to submit a request. This practice allows staff to gather more information if needed and provide a direct response. Once a service request is entered, Aspen 311 Connect creates a tracking number for future reference. Both staff and those submitting requests can track the issue's status from when it is received to the final resolution.
Currently, city staff is working through the requirements to provide a 3-1-1 phone abbreviated dialing option later this year. In the meantime, those preferring or requiring access by phone can still submit requests by calling 970-920-5197.
For more information about Aspen 311 Connect, please visit https://www.aspen.gov/1380/Contact-Us-via-Aspen-311-Connect.