hubNashville: Community Response Management Program 

A smiling man stands outdoors talking on a mobile phone

Our Challenge

All Nashville residents should feel connected with Metro Government, and be able to easily report issues and concerns to the appropriate Metro department or agency. 
But not all Nashville residents know what department handles which problems or the name of their council member to intervene on their behalf. Nashvillians may not know where to turn when it comes to reporting a pothole, requesting a new recycling cart, or getting a permit to build a fence. And currently when residents do report issues, they may not reliably receive follow-up information on the matter. 
That's where hubNashville comes in.
In July 2017, hubNashville was implemented as a Community Response Management (CRM) Program. Nashville instituted this 311 non-emergency support system — complete with a call center and online portal — to help residents discover answers to basic questions and submit requests. While callers can report issues and ask questions pertaining to any Metro department, agency, or service, the Council Office and Mayor's Office have adopted this as their primary request tracking tool, and requests from hubNashville flow directly into Public Works' existing customer service system. 
For Phase 2 in fiscal 2018, hubNashville will expand to serve additional Metro departments that frequently interact with residents: Codes and Water Services' Stormwater division. Additionally, we'll make it even easier for residents to use hubNashville, adding mobile apps on iPhone and Android and more ways to readily meet residents where they're comfortable reporting issues. 
With hubNashville, every resident in every Davidson County community can easily engage with and participate in Metro's government. 
“I believe that everyone in Nashville should be able to easily interact with Metro Government. hubNashville allows you to find information, request services, and provide feedback in a transparent and efficient way.”
— Nashville Mayor Megan Barry

Why It Matters

Phase 2 of hubNashville will build on the success of hubNashville, facilitating two-way communication between residents and government. 

Makes Connecting Easy

Additional features — such as iPhone and Android smartphone apps — will make it easy for residents to get and stay in touch. 
No matter how residents report an issue, they'll have a request number and receive updates about the issue's resolution via the communication method (email, text, mobile notification, etc.) of their choice. 

Increased Reporting

With more data on requests submitted, departments can operate more efficiently and proactively. Centralized dashboards and reports will improve request visibility and workflow transparency across departments.
The repository of data collected by hubNashville will help prioritize services and processes, and provide insights that will strengthen future planning and funding decisions. 
A sanitation worker throws trash into a garbage truck

What's New in Phase 2

Phase 1 of hubNashville launched as a strong, functioning 311 system with a mobile-enabled website and phone number, providing a critical central repository of requests. Phase 2 will deepen the experience for both residents and Metro departments, by providing: 
  • Launch a mobile app — Available on iPhone and Android, the app will allow residents to access hubNashville on their mobile devices to report issues, open requests, and get updates on existing requests. Map integration will allow community members to report the location and photo of an issue, such as a pothole or broken streetlight. 
  • Integrate with existing systems – hubNashville will integrate with the CityWorks PLL (Permitting, Licensing and Land) application in use at the Codes department. The system will also integrate with the CityWorks AMS (Asset Management System) application in use at Metro Water Services' Stormwater division.

Our Partners

Internal Partners:
  • Mayor’s Office of Neighborhoods and Community Engagement
  • Metro Council Office
  • Metro Departments and Agencies: Codes, Water Services' Stormwater division
  • Metro Information Technology Services Department
External Partners:
  • Metro’s residents
  • Community leaders 
  • Selected CRM vendor (Salesforce/Vertiba)
  • School of Science and Math at Vanderbilt

hubNashville will have a positive effect on every one of Nashville's 680,000 residents, as well as Metro tourists.
—hubNashville PIP application

Projected Outcomes

  • Improve communications with the public 
  • Implement more efficient workflows across departments 
  • Improve quality of service 
  • Provide robust information to strengthen future planning and funding decisions

Two road construction workers fill in a pothole surrounded by orange traffic cones

See More PIP Projects

Public Investment Planning is an innovative approach to budgeting, launched in 2016, that challenges Metro departments and agencies to think creatively about how they can collaborate on pilot initiatives to better serve Nashville-Davidson County residents. Learn more at http://www.nashville.gov/Finance/Public-Investment-Plans.aspx.