Technology is changing the way people report problems to the cit - WDRB 41 Louisville News

Technology is changing the way people report problems to the city of Louisville

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LOUISVILLE, Ky. (WDRB) -- Technology is changing the way people report problems to Metro Louisville.

Metro Call receives about 100,000 calls each year, but now, more and more people are turning to the mobile app and even live chatting to report problems.

By calling 311, people can report any problem in the city. The phones are manned from 7 a.m. to 7 p.m., and they keep employees busy. But some people are skipping the phone call and instead turning to the mobile app.

Scott Render, an E-communications Manager, says using the app is simple.

"If you were coming to work and you run over a pothole at Story and Main, you can literally just click on the map and it says where you were and it automatically populates it for you," Render said.

The app allows users a quick and easy way to get problems fixed. You can also submit photos. People can report issues with traffic signals, a stray animal, garbage and recycling. There are 40 different issues people can report that are then forwarded to the appropriate departments.

The app alone is getting a lot of use. Steven Hutchinson, a Project Manager said, "Currently, we have between 500 and 600 requests a month that come through on the app and we have a user base of about 4,000."

Jennifer Samples, an Info and Referral Specialist, says the app seems to be catching on.

"They're becoming more popular," Samples said. "The live chat is really popular for the people who are aware of it. They say it all the time how they really enjoy the chat service."

Samples spends time helping residents through live chat, but spends more time on the phone. She says people still prefer phone calls because they like interacting with a person to get their requests done.

Hutchinson says several issues are reported but maintenance is number one so far.

"I think it's probably property maintenance," Hutchinson said. "We also get a lot of requests of missed garbage, missed recycling -- things like that."

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