NYC311 draws record number of digital requests

NYC311 draws record number of digital requests

The 311 system in New York City had a record year in 2016. The city service received 5 percent more contacts than the previous year, for a total of 35,982,514 requests for information.

The city noted that a growing number of these interactions are taking place digitally, making up 46 percent of 2016’s requests. That number was up from 38 percent in 2015 and 26 percent in 2014, according to city officials. This uptick in digital traffic is responsible for the overall increase too, the city said.

“Whether they’re tweeting at 311 or using their smartphones to file complaints, New Yorkers are increasingly using digital means to contact the city or find information,” New York City Mayor Bill de Blasio said in a statement. “And 311 has risen to the occasion, providing excellent service by phone, app, and the web as more and more New Yorkers are reaching out.”

NYC 311 was announced by Mayor Michael Bloomberg in his 2002 State of the City address and launched the next year. The system started as a phone number for residents to call to get information or request service; that phone line still brought in 19,378,299 of the total contacts in 2016.

People use phone and internet for different kinds of information, perhaps calling to get the status of a parking ticket, but paying it online. Highly requested topics for 311 Online focused on city programs such as affordable housing, job openings and the Supplemental Nutrition Assistance Program.

New Yorkers can connect with 311 by text, phone, web or social media. The service is accessible to non-English speakers, with the digital version available in more than 50 languages.

About the Author

Matt Leonard is a former reporter for GCN.

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