What is NYC 311?
NYC 311 is New York City's customer service center established in 2003 to provide fast and easy access to government services and information. It serves as a non-emergency alternative to 911, consolidating multiple city hotlines into a single unified platform accessible to all New Yorkers, business owners, and visitors.
The service operates continuously throughout the year and is available in 175 languages via phone, ensuring accessibility for diverse populations. NYC 311 can be accessed through the call center, website, mobile app, text messaging (311-NYC or 311-6922), social media channels, video relay services, and Skype.
Services and Coverage
NYC 311 covers non-emergency services spanning more than two dozen city agencies and addresses a wide range of quality-of-life issues. These include housing and building maintenance, parking violations, noise complaints, waste management, air quality concerns, and reports of pests such as rats and bed bugs.
The service also handles requests related to jobs and training, business licensing and permits, parks and recreation, schools and education, health and insurance information, legal services, and property-related inquiries. Additionally, NYC 311 provides access to social services including affordable housing information, homelessness resources, SNAP benefits, child care, and volunteering opportunities.
Recent Performance and Growth
During the first four months of Fiscal Year 2025, NYC 311 received 11.4 million customer contacts across all channels, demonstrating the service's critical role in city operations. Approximately 5.3 million contacts were handled through the website, while 5.2 million came through phone calls, with an additional 832,000 contacts via mobile app, text, and social media.
Performance metrics show significant improvements in service efficiency. The average wait time to speak with a Tier 1 agent decreased by 28% to just 29 seconds, while calls answered within 30 seconds increased by more than 10%. Overall inquiries increased by nearly 24% compared to the same period the previous year, reflecting growing public reliance on the service for accessing city programs and information.
Accessibility and Equity Focus
NYC 311 is committed to equitably serving all New York City residents, with particular emphasis on non-English speakers and historically underserved communities. The service expanded its text messaging options to include 10 designated citywide languages, complementing its phone services available in 175 languages.
The platform maintains a public dataset of all service requests on NYC OpenData, updated daily to provide transparency and support data-informed decision-making. This commitment to accessibility and transparency ensures that all New Yorkers, regardless of language or background, can easily access essential government services and information.