As a Mayoral initiative, Atlanta 311 (ATL311) was undertaken by the Innovation Delivery Team (IDT) to improve citywide customer service. The City of Atlanta has implemented the ATL311 CRM System an omni-channel solution.

Included as part of the solution is a smart portal at www.atl311.com, a 24/7 channel providing self-service utilizing HTML5 technology, reducing the need for constant updates/releases for maintaining various mobile and laptop operating systems (OSs