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AC T Moving From Vision to Reality 46 C A RY, N O RT H C A R O L I N A F Y 2 0 25 4 T H Q U A R T E R R E P O R T E N G AG E M E N T B Y T H E N U M B E R S 4 5 , 624 T O TA L C AS E S 10 2 , 0 0 0 S O C I A L M E D I A U S E R S R E AC H E D BY " T H E 411 F R O M 311 " 311 : T R E N D S I N C AS E S A N D E N GAG E M E N T S During the fourth quarter, Cary 311 continued to enhance community engagement, service delivery, and internal readiness through a series of strategic initiatives. To strengthen connections with residents and local businesses while proactively reducing case volume, Cary 311 launched "The 411 from 311," a data- driven social media video series that shares timely educational content. Topics this quarter included sprayground FAQs, an update on the utility bill mailing delay, and extreme heat tips. These videos reached over 102,000 social media users and earned a 4% engagement rate, contributing to a noticeable decrease in cases related to spraygrounds and utility bill mailing delays. In support of more inclusive service, staff participated in Americans with Disabilities Act training focused on accessibility standards and equitable service delivery. This training equipped staff with tools to better support all community members and included specific instruction on handling ADA-related complaints. It reflects Cary 311's ongoing commitment to ensuring every resident, regardless of ability, feels welcome, supported, and well served. Cary 311 also expanded its omnichannel capabilities by piloting SMS-based customer support. Previously limited to select parks and recreation services, the texting channel was formally integrated into Cary 311 operations in response to citizen demand for faster, more convenient service. The pilot involved close collaboration across departments to align technology and service standards, training for all citizen advocates, and refining internal workflows. With all advocates now fully trained and texting positioned as a viable engagement tool, a full performance evaluation is planned for the fall. Findings will guide the development of an external education campaign to further promote this channel. 6 4 , 0 0 0 R E AC H E D AT T H E P I M E N T O C H E E S E F E S T I VA L , B I L LY S T R I N G S T H R E E - DAY C O N C E RT E V E N T , S P R I N G DA Z E , A N D N O K I N G S P R O T E S T 3 , 0 0 0 R E AC H E D T H R O U G H O U T C A RY W I T H I N F O R M AT I O N TA B L E S O N C A RY 311 F O R E D U C AT I O N A N D C O M M U N I T Y A WA R E N E SS

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