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Mayor Bowser and District Officials Commemorate 10th Anniversary of 911 and 311 Consolidation

Thursday, November 3, 2016

LaToya Foster (EOM) – (202) 727-5011; [email protected]
Olivia Dedner (OCA)– (202) 724-5543; [email protected]


(WASHINGTON, DC) – Today, Mayor Muriel Bowser joined Deputy Mayor for Public Safety and Justice Kevin Donahue, Office of Unified Communications (OUC) Director Karima Holmes and Homeland Security and Emergency Management Agency Director Chris Geldart to commemorate the 10th anniversary of the consolidation of 911 and 311 operations at the Unified Communications Center. Mayor Bowser provided an update on service enhancements to the District’s communications system and recognized District resident Terry Lynch for his unyielding support and utilization of 311 to report problems and request services.

“In an effort to continually improve customer service, we now have more ways for residents to communicate with DC government and additional staff to respond to their requests,” said Mayor Muriel Bowser.

The 311 call center is undergoing significant upgrades to improve efficiency and accessibility. Recently, during the launch of Safer Stronger Brighter, OUC unveiled the ability to text service requests to DC311 (32311). Customers can also submit requests for city services and chat with a live agent by visiting an enhanced web portal at or call 311. OUC recently hired 35 additional call takers through the Department of Employment Services’ L.E.A.P. (Learn, Earn, Advance, Prosper) job training and employment program. L.E.A.P., a network of interconnected partners utilizing the “earn-and-learn” approach, links unemployed residents with employment, education, and training opportunities.

As part of the event, Mayor Bowser acknowledged one of the 311 system’s most prolific users, Terry Lynch, for being a voice for District residents. Mr. Lynch, Downtown Cluster of Congregations Executive Director, received official recognition as a 311 “super user” having placed more than 10,000 calls for services, such as pothole repair, graffiti and trash removal, and broken parking meters.

OUC provides centralized District-wide coordination and management of public safety voice radio technology, and other public safety wireless communication systems and resources. OUC handles approximately three million 911 and 311 calls for service annually and is focused on providing excellent customer service and satisfaction. For more information, visit