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Metro Marks Three Years of hubNashville

10/5/2020
Andrea Fanta

Today marks the third anniversary of the public launch of hubNashville, Metro’s comprehensive customer service system.

First announced on October 5, 2017, hubNashville changed constituent services in Metro Nashville Davidson County government by providing access to non-emergency services - not only by phone at 311, but also through an online portal at hub.nashville.gov and on the hubNashville 311 app.

“I am extremely proud of the efforts of the team at the hubNashville contact center at Public Works, at hubSupport at ITS, and in all of the departments that support our work by responding to requests each day,” said Erin Williams, director of hubNashville and Constituent Response in the Office of Mayor John Cooper.

“We have come a long way in the past three years, processing more than 460,000 requests thus far, supporting Hands On Nashville during tornado recovery, quickly adjusting to the needs presented during the pandemic, and doing so without a break in service. We will continue to work to expand access, provide efficiencies and support Metro departments by providing a clear path for constituents to access their services.”

The primary mission of hubNashville is to provide equitable, efficient access to non-emergency Metro services and information while also providing data to Mayor John Cooper, Metro Council and Metro departments in order to support data-driven decision making in city government.

Following its launch in October 2017, hubNashville has grown from 7,200 requests per month on average in 2018 to an average of 21,000 requests per month in 2020 as awareness of the resource has grown among residents.

Requests for services, such as pothole repair, reporting codes violations and trash pickup concerns, have continued. Request types have been also added to respond to needs presented during last March’s tornado and throughout the coronavirus pandemic. hubNashville has taken in more than 10,000 reports of COVID-19 violations for Metro Public Health to date.

hubNashville provides non-emergency services. Anyone experiencing an emergency should call 911 immediately. hubNashville can be reached online at hub.nashville.gov, by downloading the hubNashville 311 mobile app, or by dialing 311 from within Davidson County or 615-862-5000, Monday-Friday, from 8:00 a.m. to 5:00 p.m.