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hubNashville will offer Davidson County residents and visitors a unified, centralized point of engagement for non-emergency communications to Metro Nashville Government leadership and departmental service offerings. This will be accomplished via an end-to-end resident experience across communications channels and Metro departments, using a combination of technologies, workflow processes, knowledge repositories and training. Nashville’s residents and visitors will gain the ability to submit requests for Metro services, to report problems in their neighborhoods, make suggestions, request meetings with the Mayor and gather information.

Metro leadership and the community will gain the ability to understand the activities of Metro Government through near real time tracked status of community requests as well as through community dashboards, reports and open data sets.


Phase 1 will implement a new centralized community relationship management system (CRM) for use by dedicated customer service-focused contact center staff members. A soft launch (for internal use only) is planned for Spring 2017, with a public launch later that summer.

This project will have multiple phases as additional departments are moved to this centralized system.

Engagement Steering Committee

The Engagement Steering Committee is expected to be “the voice of the community” with regard to customer service expectations for Metro Government services and to be informed and updated regularly on the status of the hubNashville project. The Engagement Steering Committee members include any person or group who is to provide overall guidance as needed to assure that the program/project meets the goals and objectives. This committee is comprised of Executive and Business Sponsor and designated stakeholders representing the affected organizational units. The committee will meet on a monthly basis to discuss project progress / status.


Lonnell Matthews, Executive Sponsor, Director, Mayor’s Office of Community Engagement
Keith Durbin, Technical Sponsor, CIO/Director of ITS
Nancy Van Reece, Metro Councilmember
Jim Shulman, Metro Councilmember
Mike Jameson, Metro Council
Erin Williams, Director of Constituent Response, Mayor’s Office of Community Engagement
Mark Sturtevant, Director of Public Works
Alexis Gorden, Project Manager
Frank Trew, (Donelson Area) Community Ambassador
Ruby Baker, (Bordeaux Area) Community Ambassador
Sri Pallavaram, (New Americans) Community Ambassador


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