Number of community member contacts handled by 311 annually

A complete source packet for this Performance Portland measure: current value, official scale, history, narrative notes, context, and links.

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The number of contacts handled by PDX 311 annually is a measure of the overall volume of service provided to the community by the program.

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History

Official values

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Latest

226,774

FY 2024 - 25

First shown

89,020

FY 2019 - 20

Change shown

137,754

Within visible history

Full source history

Every cached ClearImpact row for this measure.

Period	Actual	Target	Trend
FY 2024 - 25	226,774	—	1
FY 2023 - 24	181,798	—	1
FY 2022 - 23	150,949	—	1
FY 2021 - 22	128,005	—	1
FY 2020 - 21	97,658	—	1
FY 2019 - 20	89,020	—	0

Narrative Tabs

Official Performance Portland notes

Why Is This Important?

The number of contacts handled by PDX 311 annually is a measure of the overall volume of service provided to the community by the program. This measure can be influenced by several factors outside the program’s control, such as emergent events like weather and news stories. However it is still an important measure for gauging the overall usefulness of 311 services and demand for the program’s services among community members. Data on the number of contacts handled by PDX 311 serves to measure the extent to which the 311 program is providing a valuable service to Portlanders and Multnomah County residents, and informs appropriate resource allocation to meet the community’s needs.

What Do The Numbers Show?

The number of contacts handled by PDX 311 has increased by an average of 20% every fiscal year, significantly exceeding population growth in Multnomah County over the same period. This suggests that there is a rapidly growing demand for 311 services and a growing awareness of the 311 program. The number of annual contacts served by the program aligns closely with the predicted growth in contact volume, as documented in the implementation plan.

How Did We Arrive at These Numbers?

The volume of contacts handled by the 311 program represents the sum of: Calls answered by 311 representatives (tracked in the call center’s phone system) Emails answered or resolved by 311 representatives (tracked in the Zendesk ticketing system) In-person requests to 311 representatives at the front desk of the Portland Building (tracked in the Zendesk ticketing system) This total is likely an undercount of the true number, as emails and in-person requests are currently manually tracked by 311 representatives, which introduces the possibility of human error.

Where Can I Find More Information?

Additional information can be found on the PDX 311 website . Community members in Multnomah County can contact 311 to make a wide variety of requests and reports. Even if 311 representatives cannot directly resolve an issue, they can direct community members to the appropriate resource and provide advice. Community members who wish to make a request or report through 311 can be reached through several channels: Email 311@portlandoregon.gov Phone at 3-1-1 within Multnomah County or (503) 823-4000 In-person at the Portland Building’s Customer Service Desk at 1120 Southwest Fifth Avenue. PDX 311 staff can be reached daily from 7:00 a.m. to 8:00 p.m., excluding federal holidays, by phone or email.

PDX 311 website 311@portlandoregon.gov