18 August 2010

The City of Williamsburg, VA has launched CITY411, a text messaging system to enable residents to report a municipal service need from their text-enabled cell phone.  The service is intended for reporting non-emergency issues – anything from a crooked stop sign or pothole to an abandoned vehicle or missed trash pickup.  It also provides residents with the option to register their mobile phones at www.williamsburgva.gov/CITY411 to receive occasional text messages from the City regarding upcoming events, instant alerts, and other pertinent information.   

“More and more people, particularly young people, use text messaging as a primary means of communication," said City Manager Jack Tuttle.  “The purpose of City411 is to give residents, visitors and students an easy and convenient way to send City staff a text message about a problem or issue; and a way for City staff to respond efficiently.”

To use CITY411, users create a new text message from their phone and send it to 95495.  In the body of the text message the user enters CITY411, followed by a space and their message or issue they would like to report.  The sender will receive an initial automatic response saying the message has been received. The message is then routed to the appropriate staff person. Once the problem is corrected, or if more information is needed, the originator will receive a text message back from a city staff member.

CITY411 is part of a continuing effort by the City to use technology to improve customer service and communications. According to the latest citizen survey, 91% of City residents own cell phones. In March, responding to analytics that showed an increase in the number of users accessing the City website from their smart phones, the City created a mobile-optimized version of the website which is easier to read and navigate on the smaller screen.  The City also has a Facebook page (www.facebook.com/Williamsburg.Virginia) and twitter account (http://twitter.com/WilliamsburgGov).

Standard text messaging rates may apply depending on the user’s mobile phone plan.  The cost to the City is $79/month for up to 500 messages or $99/month for 1000 messages.  

For more information, contact Kate Hoving Communications Specialist, 757.345.8306