TL;DR (generated · confidence: high)

PDX 311 is a centralized customer service program serving Portland and Multnomah County through phone, online, and in-person channels. The program handles 250,000+ annual contacts and aims to answer 90% of calls within 25 seconds. For FY 2026-27, revenues total $5.43M with personnel comprising $4.71M of expenses. The program recently moved to the City Operations Service Area and is expanding services through partnerships with Public Works, Public Safety, and other bureaus.

Key points (each cites a PDF page):

2026-27 proposed total revenues: $5,429,884 (external $471,191 + internal $4,958,693) (p. 537 ↗)
2026-27 proposed personnel expenses: $4,706,568 (down from $5,645,637 in 2025-26) (p. 537 ↗)
Program handles more than 250,000 contacts annually with goal to answer 90% of incoming calls in 25 seconds (p. 538 ↗)
Approximately 300,000 requests submitted through PDX 311 webforms in 2025 (p. 538 ↗)
Working to increase one-contact resolution rate to 50% (p. 538 ↗)
Services include citywide customer service, non-emergency reporting, Portland Building front desk, right-of-way dispatch, park ranger dispatch, and ADA accommodation requests (p. 538 ↗)
Program vision emphasizes equitable access across language, ability, and resource barriers through multi-channel, human-assisted service delivery (p. 538 ↗)

Amounts: $471,191 · $4,958,693 · $4,706,568 · $5,429,884 · $439,626 · $6,049,875 · $5,645,637 · $682,528 · Dates/FTE: 250,000 annual contacts · 300,000 webform requests (2025) · 90% call answer rate in 25 seconds · 50% one-contact resolution target · Programs: PDX 311 · Portland Clean Energy Fund program support · Citywide customer service · Right-of-way maintenance and hazards dispatch · Park Ranger dispatch · ADA Accommodation requests · Parties: Office of City Operations · City of Portland · Multnomah County · Public Works

Information and Referral-CAO

Source: PDF pp. 537-538 ↗ · raw: 537 · 538

Breadcrumb: Service Area Summaries > City Operations > Office of City Operations > Information and Referral-CAO

City of Portland Fiscal Year 2026-27 Proposed Budget City Operations > Office of City Operations > Information and Referral-CAO Information and Referral-CAO Budget Revenues by Fund 2023-24 Actuals 2024-25 Actuals 2025-26 Revised Budget 2026-27 Proposed External Revenues $393,502 $413,571 $439,626 $471,191 General Fund $393,502 $413,571 $439,626 $471,191 Internal Revenues $4,465,001 $4,831,631 $6,049,875 $4,958,693 General Fund $4,465,001 $4,831,631 $6,049,875 $4,958,693 Grand Total $4,858,503 $5,245,202 $6,489,501 $5,429,884 Program Expenses by Major Object Program expenses only include personnel, internal materials and services, external materials and services, and capital. 2023-24 Actuals 2024-25 Actuals 2025-26 Revised Budget 2026-27 Proposed External Materials and $329,778 $58,847 $221,584 $40,788 Services Internal Materials and $681,286 $611,367 $622,280 $682,528 Services Personnel $3,065,120 $4,889,054 $5,645,637 $4,706,568 Grand Total $4,076,184 $5,559,268 $6,489,501 $5,429,884 Program Description and Goals The 311 Program, PDX 311, makes it easier for community members to access local government by serving as a welcoming front door for the City of Portland and Multnomah County. Through in-person, online, and phone support, PDX 311 offers a single point of contact to find information, report issues, or request services. 311 customer service representatives help community members navigate and apply for City and County services, connect with community, state, and federal resources, and receive timely information during emergencies. The program's service dispatchers coordinate the City's response to urgent hazards in parks and the public right-of-way, helping protect community safety and City assets. 537

City of Portland Fiscal Year 2026-27 Proposed Budget PDX 311's performance goals are designed to support effective community participation in local government. The program aims to answer 90% of incoming calls in 25 seconds and manages more than 250,000 contacts annually. It is also working to increase its one-contact resolution rate – calls resolved without referral – to 50%. PDX 311 continues to drive citywide customer service innovation and centralization and is partnering with City bureaus to expand program services. For example, in 2025, community members submitted approximately 300,000 requests through PDX 311 created or supported webforms. 311 is also working with Public Works and Public Safety to streamline reporting and response for common infrastructure hazards. Additionally, 311 is strengthening its data analysis and reporting to support partner bureaus and advance equitable service delivery. The program is also working with Central Communications to increase public awareness and use of 311. https://www.portland.gov/311 ↗ Services Citywide customer service, Non-emergency and livability issues reporting, Portland Building front desk, Right-of-way maintenance and hazards dispatch, Park Ranger dispatch, Constituent services support, Citywide ADA Accommodation requests and Discrimination complaints, Portland Clean Energy Fund program support Equity Impacts The PDX 311 program's vision is that “Portlanders can easily and effectively access City information and services, regardless of language, ability, or resources. They are empowered to contact their government. They get accurate, timely, and consistent answers, and they feel confident that their needs and voices are being heard and considered.” However, Portland City Government's traditionally dispersed customer service model can make it difficult for community members to access City information, programs, and services, which can result in disproportionate experiences and outcomes. Community members may experience greater barriers to City engagement if they have a disability, have limited English proficiency, or have limited or unreliable internet access. By providing reliable customer-focused access in a timely and efficient manner, community members are more likely to engage with local government, facilitating more inclusive and equitable participation.? Given the diverse nature of the Portland community, PDX 311 must create a welcoming and inclusive customer service experience that increases equitable access and services. PDX 311 can achieve these goals by providing human-assisted, multi-channel access to City services, employing and retaining diverse and multi-lingual 311 program staff who reflect Portland's community and provide an inclusive experience, offering a central point of contact for ADA accommodations, language access requests, and discrimination complaints. PDX 311 serves an important role in ensuring reports and requests taken by 311 staff are used to inform, but not determine, service delivery, since relying solely on community reports or requests may skew service delivery away from those communities that are less engaged, face more barriers, and/or are less comfortable contacting the City.? Changes to Program The PDX 311 program is now housed within the City Operations Service Area. 538

Parent: Office of City Operations · PDF: pp. 537-538 ↗