The latest in interim City Manager Kimberly Bizor Tolbert’s reshuffling of the bureaucracy at City Hall is the consolidation of the 311 and the communications...
Outreach specialists Stephen Walker and Silvio Rodrigues talk with Joel Perez outside the Hampton-Illinois Branch Library in Dallas on Wednesday, March 15, 2023.The latest in interim City Manager Kimberly Bizor Tolbert’s reshuffling of the bureaucracy at City Hall is the consolidation of the 311 and the communications and marketing departments. The move was announced in a vague two-page memo to the City Council, instead of a public briefing, as it should have been.
When people or businesses in Dallas have a problem that requires city intervention, they’re directed to file a complaint by calling 311 or using the online portal or mobile app. It’s the main channel that taxpayers use to get City Hall’s attention.
Officials say the city’s internal communications team will have greater purview into service requests, how departments follow up and what is being communicated to residents. “Currently, once a service request is submitted via 311, residents receive limited progress updates through various emails or text messages,” according to the document.Officials wrote that technology upgrades were already underway to better update residents. The city will promote its 311 app because it will allow for “expedited responsiveness,” according to the document.
For Dallas’ 311 overhaul to succeed, City Hall has to recognize that it must improve not only communication channels but also the way it actually deals with code complaints, animal control and other quality-of-life concerns. That’s a matter that warrants the full attention of city management and the City Council.. Dallas Morning News editorials are written by the paper's Editorial Board and serve as the voice and view of the paper.
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