Tuesday, March 11, 2025
Mayor’s Center for City Services Earns Government Contract Center Certification
Mayor Brett P. Smiley and Director of City Services Norelys Consuegra today announced the launch of the revamped PVD311 website, a modern, easy-to-use tool designed to improve how Providence neighbors access city services and communicate with City Hall. Last updated in 2016, this upgrade incorporates valuable feedback from months of robust community engagement and utilizes best practices from non-emergency systems used by cities across the nation. The improved system is expected to enhance inter-departmental communication resulting in more efficient and timely service resolution.
The new website digitalizes and streamlines all service requests and work orders, allowing the City to more effectively complete and communicate about constituent issues. The system will serve as a centralized hub, integrating requests across city departments and improving both internal and external communication and coordination to better serve residents. This upgrade will enhance response times, provide more detailed information for users and better track service progress, leading to more efficient and timely delivery of City services.
“Tangibly improving the day-to-day quality-of-life of our neighbors has been my number one priority since taking office. This community-driven upgrade to the 311 website puts the needs of our residents at the forefront of our work,” said Mayor Brett Smiley. “By streamlining and integrating systems across departments, the City will be able to more effectively resolve issues and communicate important information to our neighbors. The first step in becoming the best-run city in the country is ensuring that the services our residents and local businesses rely on are done efficiently and on-time, every time.”
The feedback the City collected from the community has served as a framework for the Smiley Administration’s targeted investments to ensure that City Hall is both proactive and responsive in addressing the most important needs of every resident and business.
“These updates to PVD311 will make it easier for residents to report issues and access critical services,” said City Council President Pro Tempore Juan Pichardo. “Government works best when we are responsive to people’s needs, and these improvements will allow our city to do that more effectively. With better coordination across departments and a streamlined process for reporting issues, residents can have full confidence that their needs will be addressed.”
Key enhancements for the PVD311 website include:
- Improved user interface: The website features a modern interface that simplifies navigation and provides real-time updates, keeping users informed immediately when they submit issues.
- New resource tools: A collection of information articles addressing frequently asked questions about various city departments, helping neighbors quickly access information such as potholes repairs and trash pickup schedules.
- Real-time updates: Users will receive instant notifications about the status of their service requests, ensuring they stay informed throughout the process every step of the way.
- Streamlined communication: By streamlining and digitalizing service requests and work orders, the website enhances communication across departments, leading to faster response times and more detailed information for the community.
- Direct text notifications: For the first time, the City is now able to text individuals important city notifications, moving beyond the app-only notifications.
“The new PVD311 Constituent Service Hub represents a significant step forward in how the Mayor’s Center for City Services interacts with the community,” said Director of City Services Norelys Consuegra. “This upgraded tool allows us to hear and respond more effectively to community concerns. Modernizing this valuable tool underscores the Smiley Administration’s ongoing commitment to building a City Hall that serves as a center for high-quality city services. We are committed to meeting the needs of our neighbors and business owners. I encourage everyone to bookmark the PVD311 website and engage with us.”
The Mayor’s Center for City Services also recently earned the Government Contact Center certification, reflecting Mayor Smiley’s ongoing priority of making City Hall a center for high-quality city services. This certification highlights the City’s focus on improving communication and service delivery, with the 311 team demonstrating operational excellence through rigorous training and best practices. With this recognition, PVD311 center sets a new standard, becoming a model for other cities to follow.
“Providence has set an inspiring example for other cities across the country,” said John Hoggard, Executive Director of the 311 Institute. “The 311 Training Institute is thrilled to celebrate Providence’s dedication to strengthening connections with residents and fostering a more responsive, engaged community. Becoming a “Certified 311” recognizes their commitment to excellence in public service.”
The City will be hosting a series of training sessions at libraries throughout Providence to help neighbors navigate the updated PVD311 website. These sessions will guide residents through the platform’s features and provide an opportunity to ask questions, ensuring they are prepared to use the system to access city services. The following are the scheduled dates and locations:
- Olneyville Library: March 12th, 6:00PM to 7:30PM
- Rochambeau Library: March 14th, 3:00PM to 5:00PM
- Fox Point Library: March 18th, 7:00PM to 8:00PM
- Smith Hill Library: March 19th, 6:00PM to 7:00PM
- South Providence Library: March 25th, 5:30PM to 7:30PM
- Washington Park Library: March 28th, 5:00PM to 7:00PM
- Wanskuck Library: April 3rd, 5:30PM to 7:30PM
- Mount Pleasant Library: April 8th, 6:00PM to 7:00PM
The updated PVD311 website is now live and accessible to all residents. We encourage all residents to sign up, create a profile and start using the platform to share feedback and connect with city services. For more information, visit 311.providenceri.gov.