City shows upgraded HNL311 app; departments and council consider consolidating service requests

The Committee on Infrastructure, Transportation and Technology received an informational briefing and live demonstration of HNL311, the city's upgraded nonemergency request platform, which officials said has processed roughly 8,400 requests over three months.

Nancy Voh, applications division chief at the Information Technology Department, led the demo and described features intended to simplify public reporting and department routing: a three-field user interface, location awareness that places reported issues on a map, automatic routing to the appropriate department, and public visibility into request status. "This platform allows our residents to submit requests and concerns to the city," Voh said, adding that the system notifies departments immediately when a request is routed.

The platform also supports anonymous submissions, attachments, and internal tracking from receipt to resolution, Voh said, and the administration plans further enhancements including AI-assisted routing, expanded dashboards, additional departmental integrations, and expanded training for staff to improve response consistency.

Council members asked whether HNL311 tracks timeliness and integrates with the internal Riser or City Laulima/DART systems. Voh confirmed the system records each request's stages and can integrate with departmental work-order systems; she said departments can forward misrouted requests internally and that training is underway to reduce instances where requests are marked "not accepted" without forwarding.

Councilmember Tupala and Vice Chair Okimoto urged moving toward a single portal to reduce duplicate transposition of requests and to let constituents track progress directly. Voh said that is the intended direction and that the administration will offer training and promote public awareness of HNL311.

No registered public testimony was received during the briefing; the committee adjourned at 10:31 a.m.