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311
Assist

Routing directory

Which system and case type each request belongs in, during the move from Lagan to the new CRM.

Migration waves: first new-CRM case per department

  1. 8/1/25 · Animal Care & Control (3 types)
  2. 10/7/25 · Boston Transportation Department (BTD) (17 types)
  3. 10/14/25 · Public Works Department (PWD) (35 types)
  4. 10/27/25 · Parks & Recreation (16 types)
  5. 5/24/26 · City of Boston Property Management (1 type)
  6. 6/25/26 · Boston 311 (2 types)
  7. 9/8/26 · Boston Public Health Commission (BPHC) (1 type)
  8. 10/2/26 · Neighborhood Services (1 type)

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Sources: boston.gov public pages (128 pages, retrieved 10/20/26); Analyze Boston 311 Service Requests (new CRM, 73,024 cases since 8/1/25; Lagan 2026, 190,330 cases); CityScore 311 call-center metrics. Data as of 10/20/26. Lagan ↔ new CRM equivalents derived from case history.