Executive Summary
Beginning in Q2 2025, the DC Office of the Chief Technology Officer (OCTO), in partnership with the
Office of Unified Communications (OUC), fundamentally reimagined DC311 — transforming it from a conventional contact center into a modern, AI-powered resident service platform. The initiative deployed Amazon Q in Connect and Amazon Bedrock to classify resident intent and route calls in under two seconds,
with validated testing projecting self-service completion rates of 45% from a baseline of zero. Every agent interaction is now auto-evaluated for quality and consistency at scale. Six unified performance dashboards consolidate data from 73 agency contact center instances across the District, giving leadership and supervisors unprecedented, real-time visibility into service delivery. The project is the first AI-powered 311 transformation of its kind among major U.S. municipalities and has already earned the StateScoop 2025 LocalSmart Award for Local IT Innovation of the Year and the inaugural AI 50 Award from the Center for Public Sector AI.
