Pelham implements new 311 app, ‘Report a Concern’ software

Published 12:28 pm Thursday, December 21, 2023

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By EMILY SPARACINO | Special to the Reporter

PELHAM – The city of Pelham is employing a new app and web-based software to better serve residents through more efficient and effective city operations.

The city’s new app is called Pelham 311, and the new “Report a Concern” software is live and ready to use, according to city leaders.

“The city of Pelham is implementing new ‘Report a Concern’ software, and we believe it will make a world of difference in how we serve our community,” Communications Manager Ainsley Allison said in her Pelham Pathway winter issue story. “This improvement is a crucial step forward for us, and we want to inform you why it’s important.”

When residents report a concern, the software automatically catalogs the issue, creating a history by problem type and connecting it to the history of that particular asset. Instead of being sorted to one staff member, all staff members can see the concern and respond if they have specific knowledge related to that issue.

In addition, the new mobile app is more user-friendly.

“We’ve had 79 sign up,” Allison said. “The feedback has been overwhelmingly positive. People have let us know the app is very easy to navigate and that they appreciate the convenience it provides.”

Residents must set up a new account in the new portal. The process is easy and free, like the previous software.

With the integration into the city’s ERP system, the city will be able to respond to residents’ concerns with more historical information.

The new system also will provide better tracking and visibility so that residents can stay informed about the status of their reported concerns.

“Your input and reports are invaluable to us, and we want to make it as convenient as possible for you to engage with the city,” Allison said. “Whether you are concerned about a pothole, park maintenance, or speeding in your neighborhood, your voice matters, and we’re here to listen and take action.”

Reporting a concern to the city may look different, but the process remains unchanged but with improved functionality.

Instead of several categories, users will see only one dropdown menu with all requests listed alphabetically.

If the location is required for that request type, the user may type in the address to populate the map or manually search the map with the cursor.

In the next section, the user will enter request details and upload any images he or she wants to include.

The last step is to enter one’s contact information and submit.

Like the current system, users will receive emails when updates are available about their requests.

The current “Report a Concern” software will be phased out in the coming weeks.

This phased transition will provide everyone ample time to register and get accustomed to the new system.

During the transition, the city will continue to provide access to the current software for existing tickets, but all new concerns must be reported through the new software.

Along with the web-based “Report a Concern” software, the city is launching its new Pelham 311 app, which will serve as a one-stop shop for all interactions with city staff.

Users can use the app to report concerns, access city services, and stay updated on all Pelham happenings.

To find the app, search Pelham 311 in the App Store or Google Play Store.

With the new app and integrated “Report a Concern” software, residents will be able to seamlessly report concerns from their mobile devices, submit various service requests directly through the app, stay informed about the status of their reported concerns with real-time updates, and access important city news, events, and information.

“We understand that change can be difficult, but it is inevitable and brings opportunities for improvement,” Allison said. “The transition to our enhanced ‘Report a Concern’ software and the Pelham 311 app will enable us to serve you better and make your voice heard more effectively. We encourage you to stay connected with us as we make these positive changes for our community. Your input and involvement are what make Pelham a great place to live.”

To set up an account to access the new portal, visit