311SA App – Community Engagement and Urban Services in San Antonio, Texas

Problem

In San Antonio, Texas, city departments regularly received reports about infrastructure concerns, public health issues, and service disruptions such as potholes, graffiti, and illegal dumping. However, the process for reporting these concerns was outdated, inconsistent, and difficult for many residents to access. Without a centralized, user-friendly system, many issues went unreported or unresolved, leading to frustration among community members and inefficiencies within city operations.

Additionally, marginalized communities faced more barriers to accessing municipal services, including language limitations, lack of digital access, and minimal visibility into how and when the city would respond to reported concerns. There was a growing need for a solution that could bridge the gap between city services and the people they served.

Solution

To address these challenges, the City of San Antonio partnered with Irys to launch the 311SA app, a mobile and web-based platform designed to modernize non-emergency reporting and improve civic participation. Irys developed the 311SA system to give residents a direct, transparent, and engaging way to connect with local government.

Through the app, residents can submit service requests, upload photos, geolocate issues, and receive real-time updates on the status of their reports. The platform is fully bilingual and accessible through web browsers or mobile devices, ensuring inclusivity for all users, regardless of socioeconomic status or device limitations.

City staff access a backend dashboard that allows them to monitor requests, assign tasks to appropriate departments, and track response times. This has streamlined service delivery, improved resource planning, and enabled the city to identify problem areas more effectively.

Results

Since the launch of the 311SA app, more than 450,000 service requests have been processed, covering everything from pothole repairs to code compliance and animal care. The app has helped improve accountability, reduce response times, and increase public trust in local government.

Irys’s technology played a key role in increasing civic engagement, especially among younger residents and underserved communities. The platform’s ease of use and transparency tools encouraged more people to participate in local problem-solving efforts. Through this collaboration, the City of San Antonio now has access to actionable data that supports smarter infrastructure decisions and long-term planning.

Quotes/Testimonials:

"The 311SA app shows what is possible when technology and community come together. Irys helped us design a platform that makes it easy for people to speak up, take action, and actually see results."– Jorge Beltrán, Community Engagement Manager, City of San Antonio

Sustainable Development Goals Contribution

• Build resilient infrastructure, promote inclusive and sustainable industrialization, and foster innovation
  Developed a scalable digital solution to support effective delivery of public services.
• Make cities inclusive, safe, resilient, and sustainable
  Enabled residents to report and track issues in their neighborhoods, improving public space management and quality of life.
• Reduce inequality within and among countries
  Increased access to local government services for communities that historically lacked visibility and support.
• Promote peaceful and inclusive societies for sustainable development
  Fostered transparency and trust between city officials and residents through two-way communication and data-informed decisions.