311 At a Glance

311 was first launched in 2003 and has evolved to provide services through text messages, chat, a mobile application, social media and a website.

People can access 311 over the phone, at nyc.gov/311, using Facebook or Twitter, by sending a text message to 311-NYC or through a 311 smartphone app for iPhone and Android.

In Fiscal Year 2018 (July 2017 – June 2018), the 311 Customer Service Center received more than 42 million inquiries. New Yorkers mostly made phone calls to file a 311 request. In the past 5 years, there has been a significant increase in the number of people using the website to file a 311 request.

The 311 mobile app has relatively low adoption numbers in comparison to the volume of contacts received over the phone or online.

Although the app has undergone improvements and redesigns since then, there are a limited number of complaint categories compared to 311 Online. The 311 mobile app provides access to 25 complaint types, while the online website provides easy access to 63 common complaint types in addition to less common types also available online.

311 Contact Type

This map of the 150,000 most recent 311 service requests shows you New Yorkers’ top requests.

Choose options from the selection panel to see if there is a spike in heat/hot water complaints and where they are occurring. Search to see if your neighborhood has any new street tree requests. Filter to see if there are any street lights out in your district.

Click or search the topic you’re interested in under Request Type. Select the time frame you want to see at the bottom from 311 Request Date by clicking and dragging on date ranges. Click on individual points to get more information.

311 Wait Times

In the most recent Mayor’s Management Report, 311 reported that the average wait time during Fiscal Year 2018 was 28 seconds, an increase of 10 seconds over Fiscal Year 2017.

Although this number is below the 30 second wait-time mark, it is the highest increase in wait-time since Fiscal Year 2014.

Download the Data  

Note: Information provided by the Mayor’s Management Report.