Newton has rolled out a new version of its 311 app—a digital service for residents to report non-emergency issues—upgrading the technology to make communication with the city more efficient and accessible.
The interface of the app includes a direct link to start a service request for a street issue, trash or recycling request, parking issue, and more. Additionally, the interface includes links to the city website, payments, parking and parking tickets, an events calendar, job opportunities, parks and facilities, city contact information, city/code enforcement information, and off-leash dog information.
“The 311 system is a great tool for residents, visitors, and business owners to communicate with the city,” Newton Customer Service Manager Garrett Ross said.
The app was first brought to Newton in 2018 using a company called WebQA, Ross explained. After WebQA was bought out by another company, the Newton customer service team took the opportunity to reconsider their options in terms of discovering what was new in the industry.
After forming a search committee and interviewing companies, GOGov was selected due to its advanced services and good prices. Former Mayor Ruthanne Fuller announced that the app would cease functioning in August of 2023 until its rerelease under GOGov in June 2025.
“We got GOGov’s mobile app, which we are finding is much more advanced than the WebQA version,” Ross said. “Same kind of functionality in terms of being able to use the app on the fly to report any issues that you might come across.”
While the new app has the same features as before, Ross explained that it also has many new technological features that heighten user experience.
Considering the most common use for the 311 system is to address service requests, like potholes, for example, Ross said the app’s new features allow requests to be more seamless and effective for both the user and the customer service team. One of those features is the app’s ability to identify a user’s location for a service request and allow them to input photos for the request straight from their device.
“With our new enhanced app, you can use your phone—it’ll find the location for you where you’re at, and just input it right into the system,” Ross said. “You can drop photos into this app just by taking a picture where you’re at. So when we start to review it, we have your words, and we also have a picture—as they say, a picture is worth 1000 words.”
The app is also now able to provide users with updates on their requests, whether that means notifying them that a request has been made before or updating them on the resolution of their request.
“Here’s the cool thing about GOGov: it will allow you to follow that particular request,” Ross said. “This [app] allows you to follow it, so you don’t have to put it in, and yet, you will see the resolution as it happens.”
While some features are new, Ross clarified that the app still looks the same as the previous version.
“We have a branded site for Newton 311, so even though it was powered by WebQA and is now powered by GOGov, it looks the same to our users—whether they were with us in 2018 or they’re joining us now in 2026,” Ross said.
Outside of the app, though, the 311 system includes three communication channels: the web portal, directly calling the customer service team, and the app. While Ross stressed the advantages of the app, he did clarify that it is not the most used method for requests, as most users go straight to his team.
“I wish I could say that we see an uptick in mobile app use,” Ross said. “A majority, you know, 70–odd percent of contacts come in through my team.”
Despite this, Ross explained how the convenience of the app makes it stand out among the three communication channels.
“The convenience factor is probably the most important,” Ross said. “The convenience factor of it being right there and available makes the mobile app unique from that perspective.”
To access the system, you can download the Newton 311 app, set up an account, and make a service request. You can also access the 311 system on the web portal or call the Newton customer service staff at 617-796-1000.