Columbus 311: A Failure From Start to Finish
After the severe storms on August 8, I attempted to use Columbus 311 to report piles of downed tree limbs left in the tree lawn in our neighborhood. What should have been a simple request turned into an exercise in frustration.
I first tried submitting the request through the Columbus 311 website on an Apple device. I completed the form, but the interface would not allow me to access the button needed to actually submit it. I then downloaded the CBUS 311 app thinking that would solve the problem. It didn’t. I encountered essentially the same issue there—the interface made it impossible to reach the control needed to complete and submit the request.
A city service designed specifically for residents to report problems is of very little use if residents cannot even submit the report. This is basic functionality that should have been caught through even minimal usability testing, particularly on devices as common as iPhones and iPads.
UPDATE — October 1: It has now been nearly eight weeks since the August 8 storms, and piles of downed branches are still sitting in the tree lawns throughout our neighborhood.
After waiting nearly two months, I finally removed my own two piles. They had already been sitting there long enough to kill the grass underneath them.
Multiple neighbors have contacted 311, and the response has essentially been that they’re very busy. I understand that a major storm creates a backlog. But nearly eight weeks later, with debris still sitting untouched throughout the neighborhood, “we’re busy” is no longer an acceptable excuse.
We pay taxes for these basic city services. From an app and website that made it unnecessarily difficult to even submit a request, to the complete lack of follow-through afterward, the Columbus 311 experience has been awful from top to bottom.
Nearly two months later, nothing has changed.
311 is a joke.
I first tried submitting the request through the Columbus 311 website on an Apple device. I completed the form, but the interface would not allow me to access the button needed to actually submit it. I then downloaded the CBUS 311 app thinking that would solve the problem. It didn’t. I encountered essentially the same issue there—the interface made it impossible to reach the control needed to complete and submit the request.
A city service designed specifically for residents to report problems is of very little use if residents cannot even submit the report. This is basic functionality that should have been caught through even minimal usability testing, particularly on devices as common as iPhones and iPads.
UPDATE — October 1: It has now been nearly eight weeks since the August 8 storms, and piles of downed branches are still sitting in the tree lawns throughout our neighborhood.
After waiting nearly two months, I finally removed my own two piles. They had already been sitting there long enough to kill the grass underneath them.
Multiple neighbors have contacted 311, and the response has essentially been that they’re very busy. I understand that a major storm creates a backlog. But nearly eight weeks later, with debris still sitting untouched throughout the neighborhood, “we’re busy” is no longer an acceptable excuse.
We pay taxes for these basic city services. From an app and website that made it unnecessarily difficult to even submit a request, to the complete lack of follow-through afterward, the Columbus 311 experience has been awful from top to bottom.
Nearly two months later, nothing has changed.
311 is a joke.
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Columbus 311: A Stunning Failure of Basic Functionality
This is an astonishing level of incompetence for a basic city service.
I attempted to submit a Columbus 311 request on an iPad using the specific link the City provides for Apple users. I completed the entire form, only to discover that the “Done” button at the bottom is effectively inaccessible. The page has a rubber-band scrolling effect: I can pull the page up far enough to see the Done button, but I have to physically hold the screen in that position. The moment I release it, the page snaps back, and the button cannot be activated.
Thinking this might be an iPad-specific problem, I downloaded the CBUS 311 app on my iPhone and tried again. Same problem. I cannot even submit the request.
So after entering all of the information multiple times, using both the City’s designated Apple-user link and its official app on two different Apple devices, I am still unable to complete a basic 311 request because the interface literally will not allow me to press “Done.”
This is beyond frustrating. Residents pay taxes to fund these services. Being able to successfully submit a simple service request should be the absolute minimum standard. The fact that the City has an Apple-specific link and an iPhone app and neither one can reliably complete the submission process is an extraordinary failure of basic testing and usability.
I attempted to submit a Columbus 311 request on an iPad using the specific link the City provides for Apple users. I completed the entire form, only to discover that the “Done” button at the bottom is effectively inaccessible. The page has a rubber-band scrolling effect: I can pull the page up far enough to see the Done button, but I have to physically hold the screen in that position. The moment I release it, the page snaps back, and the button cannot be activated.
Thinking this might be an iPad-specific problem, I downloaded the CBUS 311 app on my iPhone and tried again. Same problem. I cannot even submit the request.
So after entering all of the information multiple times, using both the City’s designated Apple-user link and its official app on two different Apple devices, I am still unable to complete a basic 311 request because the interface literally will not allow me to press “Done.”
This is beyond frustrating. Residents pay taxes to fund these services. Being able to successfully submit a simple service request should be the absolute minimum standard. The fact that the City has an Apple-specific link and an iPhone app and neither one can reliably complete the submission process is an extraordinary failure of basic testing and usability.
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CBUS 311
This app hasn’t been updated in over a year. I guess I expect this considering the Nimrods that run the city
Totally worthless app
Can't set up an account. Can't reset a password. Can't do a damn thing..just like the corrupt city government that it represents.
Doesn’t load
Never got to actually use this app because it never loads past the photo of the city
Needs improvement
Flaky UI, when attempting to create 311 requests often get unable to create request.
Other times get error, then it creates the request.
Reached out to 311 via feedback.
Other times get error, then it creates the request.
Reached out to 311 via feedback.
Great App
I just love the Cbus app!
Nice picture
So I downloaded the app. When it opens it just displays a picture of downtown Columbus. Don’t get me wrong it’s a lovely picture, but the the app is useless unless you need a screensaver for your phone.
“cbus” Are you kidding?
Who on earth signed off naming this app using a slur? It is disgusting and offensive that anyone associated with the City of Columbus would use this insulting term for our city on an official product. Change it. Further, the app and 311 website run by a private company called Rock Solid promises to sell Columbus citizens’ information “to partners for marketing.” This is a functional and privacy nightmare and whomever signed off on this should be fired.
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Broken
Can’t get past entering the location. Can’t use 311 on iPhone on Safari or Chrome either. 🤷🏼♀️
Absolutely useless and infuriating
Downloaded to submit a bulk pickup request since the website doesn’t work whatsoever. Unsurprisingly, neither does this app. The address search return nothing at all or sometimes pop-up errors that the address is not within the jurisdiction even when you’re still trying to type. The pop up continues even after you exit and cancel the request as long as you’re still in the app.
The ‘about app’ section has no options for help or contact numbers. Utterly useless.
The ‘about app’ section has no options for help or contact numbers. Utterly useless.
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Nice App…When It Works!
Have used this app a few times, but usually end up just calling because the app rarely woywhen I need it. Waste of resources.
“cbus” Are you kidding?
Who on earth signed off naming this app using a slur? It is disgusting and offensive that anyone associated with the City of Columbus would use this insulting term for our city on an official product. Change it. Further, the app and 311 website run by a private company called Rock Solid promises to sell Columbus citizens’ information “to partners for marketing.” This is a functional and privacy nightmare and whomever signed off on this should be fired.
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Works great
The app functions flawlessly, meeting expectations superbly.
Giving You All the Things You Don’t Need
The app, like the city itself, is great at self promotion but really backwards and out of date with other things. For instance, it’s 2024 and there is still no app to pay city water bills and other utilities. And then when you do it online they charge you extra for using a credit card or debit card but not if you use a personal check. So much potential wasted.
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Pretty good
The CBUS 311 app functioned as expected. I successfully submitted a service request, and the city promptly picked up my bulk item.
Unresponsive 80% of the time
The only thing this app is useful for is to look up trash collection days (which just links you to a website) and submitting a 311 request (usually). The app is extremely slow in any of it’s look-ups or screen refreshes.
No updates to the app in over a year, meaning that any complaints are being ignored. (Probably a waste of time writing this detailed review)
When trying to look at the status of existing requests, the app becomes unresponsive. If you let it sit for a few minutes, one or two items will get a thumbnail picture showing up (assuming the thumbnail fetch action is causing the lock-up). You cannot click into any of the items on the list for more info. The search box lets you enter an address. If you click the filter icon, nothing happens. If you click on the map view icon, nothing happens. If you pull down to refresh the page, you get the spinning wheel of death. If you navigate away from the app and come back, the wheel is there, but no longer spinning.
You are better off just bookmarking links to the City’s website than using this app.
No updates to the app in over a year, meaning that any complaints are being ignored. (Probably a waste of time writing this detailed review)
When trying to look at the status of existing requests, the app becomes unresponsive. If you let it sit for a few minutes, one or two items will get a thumbnail picture showing up (assuming the thumbnail fetch action is causing the lock-up). You cannot click into any of the items on the list for more info. The search box lets you enter an address. If you click the filter icon, nothing happens. If you click on the map view icon, nothing happens. If you pull down to refresh the page, you get the spinning wheel of death. If you navigate away from the app and come back, the wheel is there, but no longer spinning.
You are better off just bookmarking links to the City’s website than using this app.
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Why bother
The app is glitchy, and if you call the number you have to go through so many hoops to then speak to the most rude and retched person like Dorothy who forgets she is supposed to be helpful! Why create an app that causes more frustration why hire Dorothy who couldn’t find empathy and understanding if it was right in front for her!
Columbus be better! Dorothy learn to be kinder!
Columbus be better! Dorothy learn to be kinder!
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Don’t bother
Will not let me log in; same name and password works fine on a web browser. Freezes frequently. Seriously, don’t waste your time trying to use this garbage. Go directly to your web browser.
Useless
Useless app which is par for the course.
