Sacramento County previews redesigned 311 app and an AI chat assistant 'Campy' to speed service requests

Sacramento County’s IT team on April 28 presented an update on the county 311 customer‑service program and previewed a redesigned mobile app and an AI chat assistant named "Campy" intended to increase electronic service requests and improve case tracking.

Chief Information Officer presented 2025 metrics: 187,433 phone calls, 32,790 mobile app service requests, 13,029 emails and 4,028 web portal submissions. Staff said phone calls remain the predominant contact method (about 79 percent) while the mobile app accounts for roughly 14 percent. The presentation described staffing for 311 (30 dispatchers, a mix of permanent and intermittent staff) and the program’s top service request types, including illegal dumping, pavement/pothole repairs, stray animals and private property waste.

IT staff demonstrated features of the upcoming app: users can submit a photo that captures geo‑location and a timestamp, track service requests and interact with an AI chat interface for faster service‑type identification. The presentation included a short video introducing "Campy," described as a virtual 311 assistant available via web and phone that lets users report issues, find service instructions and track requests. Staff said the new app version is targeted for late June and that the county is testing in‑cab technology (iPads and truck cameras) to reduce missed‑service disputes and enable real‑time resolution.

Board members asked operational questions: whether refuse trucks have cameras (staff: yes, some trucks are equipped and more in‑cab technology is being deployed), whether verified missed pickups could result in surcharges when evidence indicates a resident left their bin out late, and how the county will encourage more mobile app use.

County IT and 311 staff said they will continue improvements to the mobile app, release the new version in June and monitor uptake of the AI assistant.