311 Service Center staff — Constituant Service Director Laura Murray (right) and Constituent Services Representative Stephanie Owens — outside their office City Hall. (Photo by Charlie Breitrose)
Inside a small office in the back corner of City Hall sits the heart of Watertown’s 311 Service Center. The two-woman operation fields calls, texts, emails, and other messages about potholes, people trying to reach a City employee, and occasionally to report something strange they have just witnessed. The system is called 311 because that is the number people can call from within the City limits. In late 2023, Laura Murray came in as Constituent Services Director to turn the old See-Click-Fix program into a one-stop customer services center for residents, businesses, and others.








