Baltimore has updated its CitiStat and 311 services to improve transparency, responsiveness, and effectiveness of both programs, Mayor Brandon Scott announced on Tuesday.
Scott rolled out an enhanced CitiStat program and 311 Reimagined, a comprehensive modernization of the city’s service request system.
Launched in 1999 by Mayor Martin O’Malley’s administration, CitiStat uses real-time data and follow-ups to keep the government accountable to its residents for providing services and solving problems its officials have pledged to perform.
In Baltimore City, 3-1-1 is a non-emergency phone number residents can use to be connected to a vast array of city services, programs, and information. Callers can report a problem, request a service, get information about programs or events, and more. Baltimore was the first city in the United States to deploy 3-1-1 as a non-emergency phone number in October 1996. The average time to resolve and close a service request in 2017 was just under five days.
“Reimagining 311 means that our citizens can get more accurate information and know for certain that reports marked ‘closed’ are actually done,” Scott said. “Combined with the improvements to CitiStat, these improvements will help us deliver top-notch city services to residents more efficiently. This is what a 21st-century city government should look like.”
CitiStat and 311 Reimagined are closely linked. Data from 311 helps shape CitiStat’s priorities, and CitiStat makes sure agencies are following through on 311 requests properly and promptly.
“These reforms are about delivering clean streets, safe neighborhoods, and timely repairs with discipline, transparency, and urgency,” said Dartanion Williams, Executive Director of the Mayor’s Office of Performance and Innovation. “CitiStat gives us a pulse on what’s working and what needs fixing, and 311 is the way we deliver necessary changes. These reforms will break down silos, help us hold ourselves accountable, and make measurable improvements to services residents count on.”
In 2024, CitiStat held more than 90 sessions covering 11 topics to help refocus the program with clearer goals, stronger follow-up, and new leadership. The resulting improvements are implemented in the refreshed version of CitiStat, helping agencies deliver important services to residents, from cleaner streets to better cross-agency coordination.
According to the Mayor’s Office of Performance and Innovation, which held the sessions, key CitiStat improvements include:
- Stronger alignment with budget priorities, linking performance goals directly to City funding.
- More consistent sessions, with expanded agency coverage and published schedules.
- New data-driven officers in agencies to improve data access and readiness.
- Public memos and materials published online for greater transparency.
- Cross-agency participation from IT, HR, Finance, Law, and other departments to help accelerate problem-solving.
The city also rolled out 311 Reimagined, which makes it easier for residents to report problems, get updates on previously reported issues, and track requests. Thanks to input from residents, council members, and frontline staff, 311 Reimagined has upgraded technology, better communication, and stronger quality assurance.
Some improvements are already in place. They include:
- Fixed errors that closed requests too early or misrouted service crews.
- Clearer, more frequent updates so residents understand the status of their requests.
- Detailed resolution notes to reduce confusion and eliminate unnecessary follow-ups.
- Audits and training to ensure requests are resolved correctly the first time.
Some features will come later in 2025. They include:
- 311 Resident Data Portal with neighborhood-level mapping and keyword search.
- Before and after photos for select requests to show completed work.
- Spanish-language options on the 311 website and app.
- Community workshops to help residents use 311 more effectively.
