311 Migration Project

Local IT Innovation of the Year

Led by the Office of the Chief Technology Officer, the transformative work on the Office of Unified Communications 311 Migration Project has redefined how DC residents access city services. By evolving DC311 into a modern, AI-powered platform, OCTO introduced intelligent call routing, automated agent evaluations, and real-time citizen feedback—making services faster, smarter, and more responsive. A new Workforce Management system and advanced performance dashboards empower staff development and ensure high-quality service. These innovations not only improve the resident experience but set a new standard for transparency, efficiency, and excellence in local government service delivery.