311Direct Mobile App Privacy and Security Policy

Miami-Dade County through the 311 Contact Center operates the 311Direct Mobile App. This informs you of our policies regarding the collection, use and disclosure of personally identifiable information (“Personal Information”), and other information we receive from users of the 311Direct Mobile App as well as the security policies of the 311Direct Mobile App. Your continued use of the service constitutes agreement to this Privacy and Security Policy and any updates.

Information Collection

The 311 Contact Center limits the collection of Personal Information to those users who provide information by submitting a Service Request. Once submission of a Service Request is completed, the user’s Personal Information is collected to respond to the request, to conduct County business, to provide emergency assistance, or as otherwise required by law. This Personal Information may include, but is not limited to, contact information such as name, phone number and email address.

In addition to Personal Information collected on the 311Direct Mobile App, the app also collects other non-personally identifiable information to ensure compatibility with technology used by 311 clients, to improve services on the Mobile App, and for the purpose of responding to service requests submitted by users. This information might include, but is not be limited to:

  • Type of browser, browser version and operating system
  • Mobile device type (iPhone, Android)
  • Photos and media files or documents sent from the Mobile App
  • Physical address or geographic coordinates

When a user grants permission to use a user’s device camera, photos and video can be captured by the user and sent to the 311 Contact Center as part of a user’s service request. Additionally, if a user grants permission to access your device location, the application can also use that information to allow the user to select the current location as the problem location that the user is reporting for service. Runtime permission allows the application to store some information on your device to improve performance and usability but that information stays in your mobile device and cannot be accessed by Miami-Dade County.

Information Use

Personal Information and other information collected by the 311 Contact Center through the 311Direct Mobile App is used for responding to user’s service requests, addressing public safety issues, and improving the service and compatibility of the 311Direct Mobile App. Such information is not used for commercial or marketing purposes, and the 311 Contact Center does not sell, exchange or otherwise distribute the collected data for commercial or marketing purposes.

Notwithstanding the foregoing, Florida’s Public Records laws as set forth in Florida Statutes Chapter 119 requires that all state, county, and municipal records be available for inspection and duplication by any person unless expressly exempted by the law. As a result information collected by the 311 Contact Center resulting from the use of the 311Direct Mobile App may be subject to examination and inspection upon request.

The 311 Contact Center shall maintain reasonable and systematic controls and practices in place for information and records retention and destruction in compliance with the requirements of Florida law.

Any video, picture or audio files uploaded to any of the 311 Contact Center’s platforms through the 311Direct Mobile App may be used for whatever purposes it sees fit. The appropriate County agency may use these files to get an initial assessment on the complaint logged in order to provide the appropriate level of service. The County does not guarantee that such files will be reviewed or relied upon by its investigators.

The 311 Contact Center fully cooperates with law enforcement agencies in identifying those who report or conduct illegal activities. This includes all Personal Information and other information submitted with a service request. The 311 Contact Center reserves the right to report to law enforcement agencies any activities that may be unlawful.


The 311 Contact Center has established reasonable protocols to protect Personal Information, regardless of the format in which it is held, against such risks as loss or theft, unauthorized access, disclosure, copying, use, modification or destruction, through appropriate security measures.

Although the security of user information is important to us, no method of transmission or electronic storage is 100% secure. While the 311 Contact Center strives to use commercially acceptable means to protect information, the 311 Contact Center cannot guarantee absolute security and the 311 Contact Center and Miami-Dade County is not responsible for breaches of security committed by third parties or otherwise.