About NYC311


311 Sets New Record with 44 Million Customer Interactions in 2018

February 19, 2019

Fifth consecutive years of record growth, 10.2 percent increase over 2017

Digital contacts surpass traditional phone channel for first time in 311 history

NEW YORK—NYC311, New York City’s primary source of government information and non-emergency services, set its 5th consecutive record for the most annual contacts with 44,023,630 customer requests for services or information in 2018 – surpassing the previous record in 2017 by 10.2 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 4 percent increase with 20.9 million customers dialing 311, customer interactions happening on digital channels – either through the website, mobile app, text, chat or social media – increased 16.6 percent from 2017, making up 52.4 percent of total contacts, surpassing the traditional phone channel for the first time in 311’s 15-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 30.7 percent increase in use with over 2 million contacts, and 439,503 service request filed. 311 Online had 20,4 million visits in 2018, giving it a 14.6 percent increase over 2017 visits. Customers filed 751,502 service requests online.

311’s social media customer service channel saw a large increase of 68.4 percent in contacts as it completed its first full year of 24x7 customer service (formally only available Mon. – Fri., 9a-5p). In additional to contact growth, NYC311 social media followers increased 18 percent in 2018, with nearly 556K total followers on the four managed accounts (NYC311 & NYCASP Twitter, Facebook and Instagram). Customers utilizing 311’s text channel (311-692) surged 70.6 percent with 261k customer interactions. 311’s online chat program bumped up 30 percent with 279k chats for the year.

“Congratulations to NYC311 for yet another record shattering year of customer contacts. It gives me great satisfaction to know that accessing the Administration’s programs and initiatives is easier than ever, whether via social media, online, mobile app or call center,” said NYC Mayor’s Office of Operations Director Jeff Thamkittikasem.

“It’s great to see in the data that customers using 311 fully embrace the digital options for filing service requests or seeking information on city programs and services. 311 is committed to meeting our customers where they decide to interact with city government. I thank the hard-working staff of 311 in assisting 44 million customer interactions with top-notch customer service,” said NYC311 Executive Director Joseph Morrisroe.

The City saw a 7.2 percent increase in service requests filed with 3.1 million for the year. The top categories remain unchanged from 2017 with noise complaints taking the top spot and apartment issues, illegal parking and blocked driveways rounding the top 5. The call center logged 1.9 million service requests, or 62 percent of the total for the year. The top inquiries to the call center had customers calling about property tax information, parking tickets status, bulk item disposal, finding a towed car or checking up on the status of a previous filed service request. Top searched topics for 311 Online focused on city programs such as affordable housing, working for the City, the SNAP program and how to pay a parking ticket.

By The Numbers

Total Customer Contacts

Calls to 311


311 Online Visits


311 Mobile App


311-692 Text


311 Chat


311 Twitter





Total NYC Population


Average Contacts Per Resident


Top 5 Service Requests 



Apartment Maintenance


No Heat/Hot Water


Illegal Parking


Blocked Driveway


Total Service Requests Filed


As % of Total Contacts


2018 Top 5 Inquiries

Call Center

311 Online

Property Tax Account Assistance and Bill Information

Pay a Parking Ticket

Parking Ticket Status

Affordable Housing Information

Bulk Item Disposal Information

New York City Housing Lottery

Find a Towed Vehicle

ACCESS HRA/ Supplemental Nutrition Assistance Program (SNAP)

Service Request Status Information

NYC Jobs/ Civil Service Exams

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 TwitterFacebook, and Instagram.
  • Downloading 311’s iPhone or Android app

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

Tel. 212-504-4292