image of a damaged road

In August of 2001, the City of Houston launched its 311 Houston Service Helpline, a consolidated call center designed to make city government more user-friendly and responsive to city residents by providing citizens with a one telephone number to call for information on city services and to report non-emergency concerns. 

This was not lost on Houston resident Jerry S. Maltz, who took the time to write to city hall about his experience with the service line. This is what he wrote: 

Mayor Whitmire,  

I feel compelled to write this email to you and the 311 Department.  In a time when only the bad is talked about, I want to reach out to you and tell you just how GREAT my experience was in dealing with the 311 Department.  

This was not my first time. I made a call to the 311 hotline to explain that an area of 6400 Renwick Dr. that the road was caving in. When I got home, I told my wife about just how bad the road was and could not believe that I had not damaged my car the day before on the way home and that I had called 311. I believe the call was made on a Friday, probably around 4:45 p.m. On Monday afternoon, cones had been set up around the area, and on Tuesday the crew had begun to remove the failing area. By the end of the week, new concrete had been poured and the road was again open. It was NOT patched but it had been fixed. 

Way to go 311 and the City Road Department. Thanks for handling this situation. 

Jerry S. Maltz