New app makes it easier to report an abandoned car or pay your utility bill in Tacoma
Tacoma’s one-stop shop for city services is getting a major upgrade.
The Tacoma FIRST 311 customer service app will have a new version soon, and the website will be improved.
The new system will be able to accurately map requests, work faster and more reliably and track duplicate requests. The improvement will have better customer communication and include 10 or more different languages and translation options. The new system also can communicate with Pierce County, King County and other nearby cities that have implemented the same system, SeeClickFix.
FIRST 311 allows residents to pay utility bills, buy tickets for Tacoma Dome events, get answers to city-related questions, report non-violent crimes through Tacoma Safe and compliment the city.
La’Toya Mason, customer support center manager, said at the City Council study session Tuesday the top requests since January 2020 to Tacoma FIRST 311 are abandoned vehicles, illegal dumping and homeless encampments.
FIRST 311 currently uses GovQA as its system and is switching to SeeClickFix, since GovQA will no longer support a mobile app. Mason said 25-30 percent of FIRST 311 customers use the mobile app.
The new system will cost the city $33,000 this year.
The FIRST 311 center was established in October 2013 as a way for Tacoma residents to connect with a city employee who can answer questions about city services. The Tacoma FIRST 311 Customer Support Center has addressed more than 500,000 Tacoma residents’ needs.
The new version of Tacoma FIRST 311 will make it easier for Tacoma residents to notify the city of requests for non-emergency city services, tag locations using enhanced mapping features, attach photos of specific problems or requests, receive timely responses from the city and be notified of specific requests and general City of Tacoma updates.
The upgrade will be available beginning June 20 on Apple and Android app stores. The app will be free.
Mayor Victoria Woodards requested a demo during an evening council meeting to show customers how the new app works.
Customers will still be able to visit the walk-in counter, on the second floor of the Tacoma Municipal Building, 747 Market St., at 8 a.m. to 5 p.m. on Monday to Friday or dial 311 within city limits or call 253-591-5000 outside Tacoma city limits.