The City of Allentown today unveiled its new 311 reporting system, a pilot initiative designed to improve customer service, streamline communication, and make it easier for residents to report non-emergency issues directly to City departments. The announcement was made by Mayor Matt Tuerk during a press conference and ribbon-cutting ceremony at the newly renovated Bridgeworks Building, home to the Department of Public Works.
October 30, 2025
ALLENTOWN, PA — The City of Allentown today unveiled its new 311 reporting system, a pilot initiative designed to improve customer service, streamline communication, and make it easier for residents to report non-emergency issues directly to City departments. The announcement was made by Mayor Matt Tuerk during a press conference and ribbon-cutting ceremony at the newly renovated Bridgeworks Building, home to the Department of Public Works.
“Our goal is simple — to make it easier for residents to connect with their local government and get results,” said Mayor Matt Tuerk. “The 311 system brings greater transparency and responsiveness to how we serve Allentown. It’s another example of our commitment to improving city services through smart technology and strong customer service.”
The 311 system, officially known as the Citizen Problem Reporter, allows residents to report non-emergency public works issues such as potholes, street maintenance, graffiti, or trash collection directly from their phone, tablet, or computer. Residents can upload photos, describe the issue, and track progress through automatic updates.
The pilot phase focuses on Public Works-related services, with plans to expand citywide in the future. Reports can be submitted online through the City’s website or by calling 311.
“311 is a major step forward in how we engage with residents,” said Gerry Anthony, Director of Information Technology. “This platform makes reporting issues faster, more accurate, and more transparent. It also gives us valuable data to help identify trends and improve how we deploy resources across the city.”
The new system is powered by ArcGIS technology, enabling departments to analyze and address issues efficiently. Residents can also use 311 to share feedback and suggestions on improving the platform as it evolves.
Following the 311 announcement, the City also unveiled major renovations to the third floor of Bridgeworks, which houses the Department of Public Works. Funded in partnership with the City’s Risk and Safety Department, the renovation enhances workplace safety and customer service for residents and businesses visiting the facility.
“As Public Works Director, I’m proud of our team’s commitment to continuous improvement,” said Mark Shahda. “These upgrades make our operations more secure, our staff more efficient, and our interactions with residents smoother—both through 311 and in person here at Bridgeworks.”
Renovations include upgraded office layouts, a new secure access system for employee areas, a redesigned customer service lobby, and technology improvements to support more efficient service delivery. The project also aligns with Mayor Tuerk’s broader commitment to modernizing city infrastructure to improve both resident experience and employee safety.