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Newport News Now

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Newport News Now is a daily e-newsletter that launched in March 2016. Articles that ran in our newsletter between March 2016 and March 2018 are available on these pages. Newsletters produced beginning in April 2018 can be viewed on our new daily newsletter page.

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Aug 22

311 Continues to Enhance Customer Service in Newport News

Posted on August 22, 2017 at 9:58 AM by Communications Department

The Newport News 311 Contact Center answered its first call in March of 2013, allowing citizens to easily talk to a live person about things like putting in a pothole or missed trash pickup service request and where to get a copy of a deed or a copy of their marriage license.  At the end of 311’s first full year in service (March 2013 to March 2014), they had taken over 65,000 calls, responded to 4,825 emails, and processed 20,168 service requests.

At the end of FY17, they had taken over 88,000 calls, responded to 14,896 emails, and processed 34,854 service requests, handled 1,581 web requests, and 473 mobile app requests.  In four years, 311 has increased the number of departments they take calls for, increased the number of frequently asked questions about city services and information, and created web requests and a mobile app so citizens could communicate with them at any time, 24 hours a day, 7 days a week.

The 311 Center is open Monday through Friday, 7 a.m. to 6 p.m., however, in the event of a sewer stoppage or dangerous pothole, citizens can get through to a live person after hours. Visit 311’s website to submit a web request or to download the mobile app available at the Apple App Store or on Google Play for android.

For any general questions or if you are in need of city related assistance, please call 311 or 757-933-2311. You can also send email to