Item 4: 311 Presentation — original pdf

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Austin 3-1-1 Overview for Animal Advisory Commission Gerardo ‘Jerry’ Galvan VP of Customer Care Services Austin Energy November 9, 2026 Agenda About Austin 3-1-1 3-1-1 Relationship with City Departments 3-1-1 Relationship with Austin Animal Services 3-1-1 mobile app 2 About Austin 3-1-1 Non-Emergency • 90/30 service level • Over 200 languages • 948,129 inquiries in FY25 Call Center 840,546 calls in FY 25 Mobile App 82,964 mobile app requests in FY25 Other Digital 24,619 interactions website, email and chat in FY25 Ambassadors are customer service representatives Liaisons are department- designated connections to Austin 3-1-1 3 3-1-1 Partnership with COA Departments Informational ~ 65% of interactions Service Requests & Coordination ~ 35% of interactions 4 Austin 3-1-1 & Austin Animal Services – FY25 72,406 Total Interactions • Informational Calls ▪ 51% of interactions ▪ 36,923 informational calls • Service Requests ▪ 49% of interactions ▪ 35,483 service requests submitted ▪ Three categories make up 55% of all service requests for Animal Services Austin Animal Services Service Requests Loose Dog 24% Injured/Sick Animal 21% Other 45% 5 App Store Google Play