Metro’s Comprehensive Customer Service System launches this week

Mayor Megan Barry announced this week that Metro Government has launched hubNashville, a comprehensive customer service system that makes it easier for Nashville and Davidson County residents to connect with Metro representatives and address concerns ranging from potholes to code violations.

A one-stop shop currently accessible by phone and online, hubNashville, allows the public to report issues to Metro without needing to know which department to contact. Trained representatives are available to answer questions, record feedback and help users request services from the appropriate departments.
“Government exists to serve residents and make people’s lives easier whenever possible,” Mayor Barry said. “The hubNashville system gives Metro new tools to know about issues as soon as they arise and immediately start tracking and resolving them.”

The web-based component of the system debuted Monday, October 2, at hub.nashville.gov. The website lets users follow the city’s progress toward resolving their requests and provides emailed updates to those who register with an email.

The new website, initially available in English and Spanish, complements a call center that Metro expanded in July. The Metro Public Works Call Center has transitioned to the hubNashville Contact Center, which the public can reach by dialing 311 or (615) 862-5000. The Mayor’s Office and Metro Council Office have joined Public Works in using hubNashville to receive, respond and share requests with the appropriate departments for response.

“The Information Technology Services Department staff has planned and engaged with the Mayor’s Office, Metro departments, and our partners Salesforce and Vertiba to provide this transformative service, and we look forward to continue to bring additional innovations to our citizens over the coming months and years,” said Keith Durbin, Director of Information Technology Services.

Launched after more than 18 months of planning and extensive consultations with Metro employees and community members, hubNashville also features a searchable database that will provide easy access to information about Metro services and answers to frequently asked questions.

Erin Williams, director of hubNashville, who has spent 15 years serving Nashvillians through several mayoral administrations, sees the product as groundbreaking for the city.

“hubNashville will revolutionize interactions between Metro Government and the community we serve,” Williams said. “Not only does this system provide an easy-to-use, transparent way for the public to report issues and share feedback, it also increases efficiency within the government.”