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A History of 311
Launched in 1996 in Baltimore, 311 was created to give residents one simple number for non-emergency city services and to protect 911 for emergencies.
Over time, cities across North America adopted 311 as a central customer service hub.
Today, 311 has evolved into a digital front door—using phone, web, mobile, and data tools to help governments listen better, respond faster, and build trust with their communities
400+
29
Years of existence
311 Operations
About the 311 Executive Council
Why We Exist
Leading a 311 organization today is not simple. 311 executives are expected to modernize service delivery, prepare for AI and new technology, support their workforce, and earn public trust—often without clear benchmarks or a national peer network. Too many leaders are solving the same problems alone. The National 311 Executive Council exists so that 311 leaders don’t have to lead in isolation.
Our Purpose
The National 311 Executive Council is a peer-led network of senior 311 leaders from cities and counties across North America.
Our purpose is simple:
Bring 311 executives together
Create a trusted space for honest, executive-level conversation
Share real-world insight and lessons learned
Help shape the future of modern, resident-centered public service
We focus on leadership, not sales.
We value clarity, not jargon.
We believe 311 leaders learn best from each other.
Who We Serve
The Council is designed for senior 311 executives, including:
311 Directors and Executive Directors
Assistant Directors and Deputy Leaders
Executives responsible for service delivery, customer experience, or contact center strategy
This is not a general membership group. It is built for leaders carrying real responsibility and real pressure.
How We’re Different
The National 311 Executive Council is not:
A vendor group
A conference series
A public forum
Instead, we are:
Peer-driven, not vendor-led
Focused on senior leadership
Designed for candid, trusted conversations
Intentional about quality, not size
Everything we do is built around respect for time, experience, and trust.
Our Structure
The Council is made up of three connected groups:
Founders
The original group of 311 senior leaders who helped shape the Council’s vision and direction.Council Members
Additional senior 311 executives are invited to participate as the Council grows and expands.Board of Advisors
Well-known executives from related industries who provide outside perspective and strategic guidance. Advisors do not manage day-to-day activities but help strengthen the Council’s long-term direction and impact.
Together, these groups help ensure the Council remains focused, credible, and aligned to serving communities well.
Membership Approach
Membership in the 311 Executive Council is by invitation only. This approach helps protect:
Trust
Open dialogue
Executive-level relevance
Senior leaders require a space where they can speak candidly, learn from their peers, and explore challenges without pressure or judgment.
Our Long-Term Vision
We believe that collaboration among 311 leaders strengthens the profession.
The profession becomes stronger
Communities receive better service
Innovation happens with purpose
Leaders feel supported, not isolated
Our long-term vision is to help define what excellence in modern 311 leadership looks like, both today and in the future.
Join the Conversation
If you are a senior 311 leader interested in learning more, you may submit an expression of interest through the website. We look forward to building the future of 311—together.
Get in Touch
council@311execcouncil.com
