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Mayor Bloomberg Announces 311online Wins Digital Government Achievement Award

September 17, 2010

311Online Provides Instant, Streamlined Access to City Information and Services

Second Win for New York City for Exceptional Online Service to the Public

Mayor Michael R. Bloomberg announced today that New York City has been recognized with a Digital Government Achievement Award from the Center for Digital Government for the creation and implementation of 311Online, the one-stop, searchable web portal for thousands of City services. Through the site, New Yorkers can obtain information, report problems, lodge complaints, check the status of previously-filed complaints and request City services - just as they can by calling 311. The service, available at, is one of six national winners named by the Center for Digital Government in the government-to-citizen local government category. The Digital Government Achievement Awards recognize outstanding government websites and projects from across the country. The awards will be presented tonight at a ceremony in Hollywood, California. The full list of awardees can be found at This is the second straight year New York City has been recognized by the Center for Digital Government. Last September, the City was recognized for the NYCStat Stimulus Tracker, which allows the public to track the City's use of funding provided through the American Recovery and Reinvestment Act.

"Since its inception - seven years and more than 100 million calls ago - 311 has set the bar for municipalities across the country and around the globe for easy and efficient access to government services," said Mayor Bloomberg. "311Online raised that bar by providing more access and faster service, and we're honored to be recognized by the Center for Digital Government. 311Online is a part of our effort to constantly innovate and continue to look for new ways to improve how we serve New Yorkers, and that effort is the reason why New York City is at the forefront of providing access to quality services from anywhere, and at any time."
"The 311 Customer Service Center has succeeded in transforming the ways in which New York City serves its customers, and 311Online is the model for providing more City services via the web," said Mayor's Office of Operations Director Elizabeth Weinstein. "New Yorkers want and deserve the most transparent and responsive government anywhere, and accountability begins with City agencies being accessible anytime - online or by phone."

"Through 311Online, the City is able to rapidly transform and build-out its delivery of services to the public," said Department of Information Technology and Telecommunications Commissioner (DoITT) Carole Post. "Over the last year, 311Online's features have become even more accessible and straightforward. As technology evolves, we hope to be even more creative and innovative with this comprehensive tool to enhance the lives of New Yorkers and the effectiveness of agencies that serve them."

Initially launched in June 2009, 311Online enables users to browse through the full range of City services and search by specific service type, find information and answers to questions, file nearly all complaint types, and access quick links to featured and top services.

For each service, users are provided with a description of the service and linked to online capabilities for that service, complete with step-by-step instructions to file complaints directly online. Leveraging previous 311 enhancements, users also can attach pictures, videos and audio files to their service requests.

311Online has received nearly one million visits since inception and currently receives more than 2,000 visits daily. Earlier this year, the service was significantly expanded, enabling New Yorkers to:

  • Search for City and non-profit programs, which are mapped with details about the services provided, hours of operation, and address, with cross street and public transportation information.

  • Customize a section of 311Online to feature most commonly searched information, including holidays, traffic and weather. This functionality, known as "My 311," can also display a user's police precinct, school district, trash and recycling pick-up days, community board, and other information specific to their address. It also provides a listing of events by borough and current traffic updates.

The Mayor's Office of Operations administers the 311 Customer Call Center, oversees the operations of City agencies, coordinates City initiatives and projects, and assists agencies in improving the quality of service delivery and in measuring performance to provide greater accountability.

DoITT ensures the sustained, efficient delivery of the City's IT services, infrastructure and telecommunications for the City of New York. It administers the technology and foundational infrastructure for the 311 Customer Service Center and developed and maintains the 311Online Portal.

The Center for Digital Government is a national research and advisory institute on information technology policies and best practices in state and local government. The Center is a division of e.Republic, Inc., a national publishing, research, event and new media company focused on information technology in the public and education sectors.

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