Residents seek clarity after missed pickups; mayor�27s office urges use of new 311 app

City officials said a revamped 311 mobile app and web portal launched in December to let residents submit and track service requests directly to departments after several neighborhood residents called about missed pickups.

Carrie, a mayor's office representative, told the board the new 311 system (launched Dec. 1) allows residents to create accounts, monitor status and send service requests directly to the responsible department rather than routing through the Neighborhood Commission Office.

Residents at the meeting said they were confused when their Mauka gray trash bins were not collected on New Year's Eve. Board members noted the refuse contractor, referred to during the meeting as "E and V," treated the eve as a holiday and did not pick up on their regular day, creating multi-day delays for some residents.

"If something happens, they'll generally come the next working day," Carrie said, but board members asked that the refuse contractor post outage or holiday schedules on its website to reduce public confusion.

Why it matters: missed pickups can create health and nuisance issues, and residents asked for clearer communication and a public-facing outage status to explain exceptions to normal pickup schedules.

Next steps: Mayor's office staff said they will check communications procedures with the contractor and suggested residents use the new 311 app to log missed pickups so departments can respond and create a trackable record.