News

311 Sets New Record with Nearly 40 Million Customer Interactions in 2017

For Immediate Release, January 25, 2018

Four consecutive years of record growth, 11 percent increase over 2016
Half of all interactions were digital; 311 mobile app continues rapid growth
NYC311 Social Media and Chat channels officially go 24/7 in 2018

NEW YORK—NYC311, New York City's primary source of government information and non-emergency services, set its 4th consecutive record for the most annual contacts with 39,935,837 customer requests for services or information in 2017 – surpassing the previous record in 2016 by 11 percent.  A customer contact is defined as any interaction with 311 that results in the customer receiving information or submitting a request – including a phone call, mobile app submission, social media interaction, or website visit.

While the phone channel had a 3.9 percent increase with 20.1 million customers dialing 311, customer interactions happening on digital channels – either through the website, mobile app, or social media – increased 19.2 percent from 2016, making up 50 percent of total contacts to bring parity with the phone channel for the first time in 311's 14-year history.  Digital interactions have steadily increased as customers chose using the City's digital platforms to access government information, programs and file service requests. The 311 mobile app saw a 14 percent increase in downloads (155K), a 39 percent jump in use with over a million and half contacts, and 353,684 service request filed. 311 Online had 17.8 million visits in 2017, giving it a 16.9 percent increase over 2016 visits. Customers filed nearly 750k service requests online.

311's social media and chat channels saw a large increase in contacts as these channels piloted a 24x7 customer service model (formally Mon. – Fri., 9a-5p) to gauge customer demand. And with a 159 percent increase in chats and 76 percent increase in social media contacts, the message is clear – New York customers appreciate 24/7 service. Therefore, we are happy to announce chat and social media will officially operate 24/7 service to keep in touch with customers on NYC311 Twitter and chat channels. In additional to contact growth, NYC311 social media followers spiked 54 percent in 2017, with 488K total followers on the four managed accounts (NYC311 & NYCASP Twitter, Facebook and Instagram).

 "With half of 311's customers now reaching us on the web, we're expanding our twitter and online chat to full 24/7 coverage so we can stay plugged in to New Yorkers' needs in the online world as well as on the phone. 311 is still your trusted City phone number, taking 20 million calls last year – but with more and more New Yorkers using twitter to talk to us, we're strengthening our digital presence and increasing service to make sure your questions get answers," said NYC311 Executive Director Joseph Morrisroe.

The City saw a 3.4 percent increase in service request filed with 2,924,919 for the year. The top categories were noise, apartment issues, illegal parking and blocked driveways. The call center logged 1.8 million service requests, or 62 percent of the total for the year. The top inquiries to the call center and 311 Online remain unchanged from 2016, with customers calling for parking tickets status, property tax information, finding a towed car or booking an appointment for an IDNYC card. Highly requested topics for 311 Online focused on City programs such as affordable housing, working for the City and the SNAP program.

By The Numbers

Total Customer Contacts
Calls to 311	20,140,764
311 Online Visits	17,831,756
311 Mobile App	1,582,001
311-692 Text	152,992
311 Chat	215,136
311 Twitter	13,188
Total	39,935,837
Total NYC Population	8,537,673
Average Contacts Per Resident	4.7

Top 5 Service Requests
Noise	450,916
Apartment Maintenance	352,147
No Heat/Hot Water	213,521
Illegal Parking	146,122
Blocked Driveway	136,097
Total Service Requests Filed	2,924,919
As % of Total Contacts	7.3%

Top 5 Inquiries by Channel
Call Center	311 Online
Parking Ticket Status	Pay a Parking Ticket
Property Tax Account Assistance and Bill Information	Affordable Housing
Find a Towed Vehicle	New York City Housing Lottery
Bulk Item Disposal Information	NYC Jobs/ Civil Service Exams
IDNYC - Make an Appointment	Supplemental Nutrition Assistance Program (SNAP)

NYC311 aims to provide the public with quick, easy access to all New York City government services and information. New Yorkers can connect with 311 online, by text, phone, or social media. The agency works continuously to make government services more accessible to non-English speakers, with 311 Online available in more than 50 languages.

New Yorkers can connect with 311 by:

• Visiting 311 Online.
• Texting 311-692.
• Calling 311 or (212) NEW-YORK, (212) 639-9675, from outside New York City.
• Contact 311 using a Video Relay Service (VRS) at (212) NEW-YORK, (212) 639-9675.
• Contacting 311 using TTY or Text Telephone at (212) 504-4115.
• Following 311 on Twitter, Facebook, and Instagram.
• Downloading 311's iPhone or Android app

Contact: Bill Reda, NYC311 Communications Director, wreda@311.nyc.gov

Tel. 212-504-4292