Nearly three decades ago, the City of Baltimore launched the nation's first 311 contact center transforming how residents accessed city services without burdening 911 emergency lines. Fast forward to 2025, and 311 has evolved from a simple phone line into a cornerstone of digital government, equipped with AI, mobile apps, CRM integrations, and omnichannel platforms that meet residents where they are.

 

Join us for this special anniversary webinar as we explore the incredible journey of 311’s transformation from landlines and legacy phone banks to today’s smart, user-friendly digital front doors. You’ll hear from government innovators and CSA 311 tech experts as we reflect on the past, assess today’s tech landscape, and envision what the next era of 311 might look like.