DoITT and NYC311 Launch New 311 Mobile App for Android and iPhone

September 18, 2017

Fully redesigned app offers easier navigation, a new status screen for service requests, and more

NEW YORK -- Department of Information Technology and Telecommunications (DoITT) Commissioner Anne M. Roest and NYC311 Executive Director Joseph R. Morrisroe announced the recent release of a comprehensive update to the NYC311 Mobile App. The app, which has already been downloaded more than a million times since its initial release in 2014, now features a fully redesigned home screen, new navigation, expanded search, and more, making it easier than ever for New Yorkers to get information or submit a service request. The updated app is available for free on both iPhone and Android platforms.

“Mobile technology has transformed in the years since the 311 app was first released. This update uses the best of modern, human-centered design and technical standards, making it easier than ever to search for City government information and services on the go,” said Anne Roest, DoITT Commissioner. “We’re proud to have partnered with our colleagues at 311 on a project that can make the lives of all New Yorkers just a little bit easier.”

“New York City customers have spoken, and 311 listened. We are excited to incorporate their feedback in the updated 311 mobile app. The mobile app is a key part of the 311’s commitment to equitable service delivery for all New Yorkers through quick and easy access to government information and services,” said NYC311 Executive Director Joseph R. Morrisroe.

“The updated 311 mobile app is an example of this administration's commitment to serving New Yorkers,” said Emily W. Newman, Acting Director of the Mayor's Office of Operations. “Customer service is at the core of good government, and in this field 311 leads the way. Congratulations to the 311 and DoITT teams, who are dedicated to making 311 an even more valuable service for all City residents.”

DoITT developed and implemented the update using Agile Scrum practices, an approach to software delivery that builds incrementally from the start of the project, rather than all at once. This included incorporating feedback left by users in the prior version of the app, as well as multiple rounds of user testing, and adherence to industry best practices. New functionality includes:

  • NYC Calendar: users can now easily select a future date to view the most popular information updates: alternate side parking status, garbage and recycling schedules, and public school calendar information
  • Seasonal content: the NYC Today home page will showcase timely information, including “Find Where to Vote” and “Know Your Hurricane Zone” information
  • New navigation control: users can now easily browse between features
  • Expanded search capability: users can quickly filter through the list of available Service Requests
  • New “Status Screen”: users can now handily see when Service Request has been updated
  • New accessibility features: users can now activate enlarged text and text-to-speech enabled preferences.

“311 is a vital source of information for New York City residents and many people's first point of contact with City government,” said Council Member James Vacca, Chair of the New York City Committee on Technology. “When 311 is easy to navigate, City services can become more accessible, equitable, and efficient. The new 311 app is certainly a step in the right direction, and I commend the team at DoITT for their cutting-edge work.”

“Got a complaint for the city to fix, there's an app for that. I hate waiting on the phone for an operator, but love getting things fixed, with the swipe of my finger on the NYC311 App,” said Council Member Ben Kallos, a free and open source software developer. “Track your service requests, find your poll site, and plan ahead for alternate side of the street parking are all great new features on the NYC311 App. Thank you to Department of Information Technology and Telecommunications (DoITT) Commissioner Anne M. Roest and NYC311 Executive Director Joseph R. Morrisroe for their focus on the city's NYC311 App putting the city at the fingertips of residents.”

State Senator Liz Krueger said, “Improving and expanding ways for citizens to get assistance and report problems is an important way to increase the responsiveness of our government and improve our quality of life. I thank DoITT and NYC311 for making these upgrades, and look forward to continuing to work with them to improve the system going forward.”

“I am thrilled about the launch of the new updated 311 app. I firmly believe that any service that provides greater access and communication between the people and the government is a good thing,” said State Assembly Member Jeffrey Dinowitz. “In the case of the 311 app, New Yorkers will now more easily be able to communicate with the city and be provided with more information regarding city events, emergencies, and now can navigate the 311 app much more efficiently.”

The NYC Today, Calendar, Service Request, and Status Screens are compliant with Americans with Disabilities Act (ADA) standards. If a customer has activated enlarged text or has text-to-speech enabled on their phones, the NYC311 Mobile Application will reflect these preferences.

The app update can be found by searching “NYC311” on a mobile device’s app store.


New York City Department of Information Technology and Telecommunications (DoITT):

DoITT delivers technology and services that allow the City to serve and empower New Yorkers as they live, work, and play, while supporting the creation of a more equitable city. DoITT partners with over 100 government entities to help them obtain the right technology solutions to meet their business needs and deliver services. For more information, visit DoITT's website or visit us on Facebook or visit us on Twitter.

NYC 311:

NYC311 is the largest and most comprehensive municipal government contact center in the nation. Available 24/7 in 180 languages and multiple channels, the NYC311 call center receives an average of 55,000 calls daily and 245 million calls since inception, and the companion 311 Online website receives over 15 million visits annually. As the “front door” to City government and an agency which binds city services together, 311 is the conduit for public information, services and assistance from NYC government. NYC311 has been nationally recognized for customer satisfaction rated equal to the best in the private sector, and far above government sector averages. The NYC311 mission is to provide the public with equitable service delivery through quick, easy access to all New York City government services and information while maintaining the highest possible level of customer service. Connect with us on 311Online, Text (311-692), 311 Mobile App, and via Facebook and Twitter.