Nashville’s one-stop customer service portal, <hubNashville>, is celebrating seven years of connecting Nashville residents and visitors to Metro services to resolve non-emergency issues large and small. <hubNashville> launched on October 5, 2017, to give residents and visitors a clear, efficient, and trackable path to request non-emergency Metro services and information. People can submit a request at <hub.nashville.gov>, through the <hubNashville> 311 app, or by calling 311.
In its first year, <hubNashville> received an average of around 6,000 requests each month. In 2024, we’re fielding an average of more than 25,000 request. In total, people have submitted more than 1.6 million requests since 2017.
“Every Nashvillian who interacts with Metro Government deserves a-best-in-class customer-service experience regardless of what department they are working with, what part of town they live in, or what problem they are seeking to solve. <hubNashville> is critical resource for Nashvillians and an important way Metro works to address our residents’ needs,” Mayor O’Connell said.
The <hubNashville> contact center is staffed by 10 Department of Emergency Communications (DEC) employees, including two Spanish speakers and two Kurdish speakers, along with a supervisor and a community liaison. <hubNashville> is also supported by the team at ITS and Director Erin Williams in the Mayor’s Office.
Seven Years of <hubNashville> by the numbers:
- 477,132 requests resolved on first call by the hubNashville contact center team
- 24,875 pothole requests
- 28,139 illegal dumping requests
- 15,559 snow and ice removal requests
- 3,842 traffic light timing requests
- 2,722 Hands On Nashville volunteer tornado damage assessment requests (after the March 2020 tornado)
- 2,225 storm debris removal requests
- 21,224 COVID-19 question/violation requests + 41,744 COVID vaccine appointment calls (answered questions and/or assisted with making appointments)
- 222 2nd Avenue Explosion Information and Assistance requests
