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City of Albuquerque Wins National Innovation Award for 311 Alexa Skill Integration Making Government More Accessible

Residents can use Amazon Alexa to access 311’s range of services.

March 21, 2019

The City of Albuquerque won a prestigious national innovation award for becoming the first City in the country to use Amazon Alexa to expand access to its 311 system for information and services in local government. The Markie Award for “Thinker Award for Best Innovation in CX for Service” for the Albuquerque 311 Alexa skill. Computer technology corporation Oracle announced the win last night during the 13th Annual Markie Awards. Albuquerque is the only public agency in the nation in the running for a 2019 Markie award in any category.

“Having access to your government matters, and as technology advances we can find new ways to make that access easier and more far-reaching—if we keep up with the times. Albuquerque is proving to be a national leader in innovation,” Mayor Tim Keller said. “It’s this kind of forward-thinking that will help us continue breaking down barriers to inclusion.”

WATCH: Mayor Tim Keller uses Amazon Alexa to access 311.

The Albuquerque 311 Alexa skill allows users to ask questions about city-owned facilities like golf courses and community centers and report issues or request services like a large item pickup. Along with the City’s website, the ABQ311 app., calling 311, and service accessibility on public computers, the 311 Alexa skill is one of many ways the City of Albuquerque is turning government inside-out and bringing services directly to residents.

“It is especially important that this award recognizes our work in service,” said Director of the Department of Technology and Innovation, Brian Osterloh. “We are doing more than solving problems inside City Hall – we are looking outward and continually working for all residents of Albuquerque.”

Oracle describes The Markie Awards as celebrating the art and science of digital marketing, sales, service and commerce and recognizing the people and organizations that push the boundaries of innovation to create outstanding experiences. Other winners of the award, known as the ‘Oscars of Marketing,’ include: Samsung Business; Hewlett Packard Enterprise; and Cisco.

This award follows the National 2018 Government Experience Innovation Award from the Center for Digital Government and recognition in 2017 when Albuquerque ranked second as a large city for a Digital Cities Award.