Navigating DC311

Once you have installed and opened the mobile app or you have entered the web portal url (311.dc.gov) into your browser, you'll see a welcome page that prompts you to login or continue as a guest. You don't need an account to submit a request, but registering and logging in with an account will make it easier to track your service requests. You can hit the "Continue as guest" button to move forward without an account. If you're already logged in, you may not see any buttons, so just click "Skip" in the top right corner.

Click "Request" to begin the process of submitting a service request! If you're logged in and it's your first time using the app, you may see a prompt to allow access to some personal settings for your account. Click "Allow" to move forward.

You'll first see a short list of some the most popular service requests, such as Residential Bulk Collection, but to browse and search a list of all available services, click "All Service Requests."

Type a keyword such as "street," "trash," or "snow" into the search bar if you know what you're looking for, or scroll down to find the appropriate service. If you have a picture of the problem or want to use your camera to take a picture, you can also click on the camera icon next to the search bar. The app will use the picture to guess which service you might need, but you can also add a picture to your request later in the process, too!

Review the description of the service you're selecting to ensure it matches what you're looking for. Make a note of which agency will be taking care of it and how long it might be before it's resolved, then click "Select Service."

You can either enter a street address in the search field or move a pin on the map to identify where you need the service. Once the pin is in the right place, click "Select location." If you didn't type in an address, you may see a popup to confirm the address using the app's best guess for where you dropped the pin. If the location that needs service doesn't exactly match the address, use the Address Details text box in the pop up to clarify the location or address, then click "Confirm."

If you didn't start your request with a photo, you can click the "Add File" icon at the top of the screen if you want to add a picture now! Then answer the service information questions for your request. If you'd like to clarify your request with additional information about the location or service needed, you can also do that on this screen. Then click "Continue."

Add your name, email, and phone number so the appropriate DC agency can get in touch with you about your request if they need to follow up or if they have any questions or updates. If you're logged in with an account, your contact information may already be entered for you. Click "Continue" when you're done.

Check to make sure all the information you've entered and selected is correct! If you need to go back to fix something, use your phone or browser's 'back' button (typically an arrow pointing left) or click the appropriate step on the progress bar at the bottom of the screen. You can return directly to this review step by clicking the "Review" icon. When you're satisfied everything looks good, scroll down and click "Submit Request."