All topics / Administrative Services
Office of Technology and Innovation
The Office of Technology and Innovation (OTI) was created by Executive Order 3 in January 2022, which combined the city's previously separate technology offices — including the former Department of Information Technology and Telecommunications (DoITT) — under a single leader. OTI now builds and coordinates technology across city government, from emergency services to benefits screening, and directs the city's cyber defense and response strategy through its Office of Cyber Command.
What's working
- How many cumulative number of LinkNYC subscribers are there?: 20,728,124 subscribers — increasing steadily as the free Wi-Fi kiosk network expands
- How many services does the Office of Technology and Innovation provide?: 619 provides — increasing, largely since OTI consolidated several city tech offices into one
- How many new service catalog submissions to support outside agencies are there?: 53,457 agencies — increasing overall; the FY26 figure shown is partial-year only
- and 3 more below
What's getting worse
- How many incidents by severity level — Critical are there?: 130 incidents — increasing overall, though upgrades and a cloud migration cut incidents recently
- On average, how many hours does it take to resolve a critical-priority IT incident?: 7 hrs — increasing overall, though it dropped back after OTI reduced vendor dependence
- How many major incidents directly impact the services the Office of Technology and Innovation provides?: 142 incidents — increasing overall, though OTI cut incidents recently through retraining and software fixes
- and 3 more below
Critical indicators
Without a numeric target
On average, how many unique visitors does NYC.gov get per month?
7,111,000 visitors
On average, how many unique visitors does NYC.gov get per month?
7,111,000 visitors
* Year to date — this fiscal year isn't complete, so it's not compared against prior years in the target/trend status above.
View as table
| Fiscal year | Actual |
|---|---|
| FY22 | 6,668,000 visitors |
| FY23 | 6,081,000 visitors |
| FY24 | 6,262,000 visitors |
| FY25 | 6,170,000 visitors |
| FY26 (YTD) | 7,111,000 visitors |
7,111,000 visitors in FY26 — has no numeric target set by the City, and it has trended in the wrong direction over the past 3 years of reported data.
Why this is tracked
New York's Open Data Law (Local Law 11 of 2012), championed by Council Member Gale Brewer, required the City to publish essentially all of its public data sets on a single portal, building on the older Freedom of Information Law but flipping the default from reactive disclosure to proactive publication. Later amendments in 2015, 2016, and 2017 strengthened requirements around data dictionaries, retention, and response times. OTI (formerly DoITT) is responsible for the technical infrastructure and coordination that lets dozens of city agencies actually share and manage that data.
Data-Smart City Solutions - New York City Open Data: A Brief History, NYC Open Data - Laws and Reports
What percent of video complaints resolved citywide?
94%
What percent of video complaints resolved citywide?
94%
* Year to date — this fiscal year isn't complete, so it's not compared against prior years in the target/trend status above.
View as table
| Fiscal year | Actual |
|---|---|
| FY22 | 91% |
| FY23 | 90% |
| FY24 | 96% |
| FY25 | 94% |
| FY26 (YTD) | Not available |
94% in FY25 — has no numeric target set by the City, and it has trended toward improvement over the past 3 years of reported data.
Why this is tracked
Cable providers cannot simply install lines under city streets; they operate under franchise agreements negotiated and enforced by OTI (formerly DoITT) that set obligations like citywide buildout, franchise fees, and service standards. These agreements have been contentious in practice: Verizon, for example, agreed in 2008 to wire the whole city with FiOS in exchange for its franchise but missed its 2014 deadline, and the City has separately accused providers of improper exclusive deals with landlords that limited competition for residents.
NYC OTI - Cable TV Franchises, Bruce Kushnick / Medium - Charter, Altice and Verizon's Cable TV Franchises Expired in NYC
How many critical public safety outages are there?
0 outages
How many critical public safety outages are there?
0 outages
* Year to date — this fiscal year isn't complete, so it's not compared against prior years in the target/trend status above. The dashed marker projects a full-year estimate at the current year-to-date pace.
View as table
| Fiscal year | Actual |
|---|---|
| FY22 | 0 outages |
| FY23 | 0 outages |
| FY24 | 0 outages |
| FY25 | 1 outage |
| FY26 (YTD) | 0 outages |
| FY26 (projected) | ~0 outages |
0 outages in FY26 — has no numeric target set by the City, and it has trended in the wrong direction over the past 3 years of reported data.
Why this is tracked
OTI (formerly DoITT) provides the shared technology backbone that City agencies rely on to do their jobs, including hardware, software, networks, and technical support. The department is probably best known publicly for running 311, the City's non-emergency citizen hotline established in 2003, which depends on the same kind of IT infrastructure and support that OTI maintains citywide.
Wikipedia - New York City Office of Technology and Innovation
What is the total outage time for critical public safety infrastructure?
0 min
What is the total outage time for critical public safety infrastructure?
0 min
* Year to date — this fiscal year isn't complete, so it's not compared against prior years in the target/trend status above. The dashed marker projects a full-year estimate at the current year-to-date pace.
View as table
| Fiscal year | Actual |
|---|---|
| FY22 | 0 min |
| FY23 | 0 min |
| FY24 | 0 min |
| FY25 | 420 min |
| FY26 (YTD) | 0 min |
| FY26 (projected) | ~0 min |
0 min in FY26 — has no numeric target set by the City, and it has trended in the wrong direction over the past 3 years of reported data.
Why this is tracked
OTI (formerly DoITT) provides the shared technology backbone that City agencies rely on to do their jobs, including hardware, software, networks, and technical support. The department is probably best known publicly for running 311, the City's non-emergency citizen hotline established in 2003, which depends on the same kind of IT infrastructure and support that OTI maintains citywide.
Wikipedia - New York City Office of Technology and Innovation
How many cumulative number of LinkNYC subscribers are there?
20,728,124 subscribers — increasing steadily as the free Wi-Fi kiosk network expands
How many cumulative number of LinkNYC subscribers are there?
20,728,124 subscribers — increasing steadily as the free Wi-Fi kiosk network expands
* Year to date — this fiscal year isn't complete, so it's not compared against prior years in the target/trend status above.
View as table
| Fiscal year | Actual |
|---|---|
| FY22 | 11,321,069 subscribers |
| FY23 | 13,597,643 subscribers |
| FY24 | 16,069,742 subscribers |
| FY25 | 18,713,093 subscribers |
| FY26 (YTD) | 20,728,124 subscribers |
LinkNYC subscriber counts have climbed steadily rather than swinging up and down. OTI's own reporting attributes the growth to continued investment in and expansion of the free public Wi-Fi kiosk network across the five boroughs, with subscribership up 16 percent in just the first few months of Fiscal 2026 alone.
Researched July 16, 2026 — OTI, Preliminary Fiscal 2026 Mayor's Management Report
Why this is tracked
OTI oversees the franchise agreements that let companies install telecommunications infrastructure, like kiosks, cables, and antennas, in the public right-of-way along City streets. The best-known example is LinkNYC, launched after a 2014 competitive bid replaced the City's roughly 9,000 to 13,000 public payphones with free Wi-Fi kiosks; the winning CityBridge consortium builds and owns the infrastructure under a 12-year franchise rather than the City paying for it directly, funding the network in part through advertising.
Wikipedia - LinkNYC, NYC DoITT - LinkNYC Public Communications Structure Franchise Agreement
How many incidents by severity level — Critical are there?
130 incidents — increasing overall, though upgrades and a cloud migration cut incidents recently
How many incidents by severity level — Critical are there?
130 incidents — increasing overall, though upgrades and a cloud migration cut incidents recently
* Year to date — this fiscal year isn't complete, so it's not compared against prior years in the target/trend status above. The dashed marker projects a full-year estimate at the current year-to-date pace.
View as table
| Fiscal year | Actual |
|---|---|
| FY22 | 61 incidents |
| FY23 | 163 incidents |
| FY24 | 171 incidents |
| FY25 | 146 incidents |
| FY26 (YTD) | 130 incidents |
| FY26 (projected) | ~173 incidents |
Critical IT incidents nearly tripled from FY22 to FY23 (61 to 163) as OTI, newly consolidated from several separate city tech offices, took on many more IT services and saw a roughly one-third jump in incident workload; OTI itself flagged dependence on third-party telecom and cloud vendors as a driver. Incidents then declined in FY25 as OTI credited hardware/software upgrades and a cloud-services migration for the drop.
Researched July 16, 2026 — OTI, Fiscal 2023 Mayor's Management Report, OTI, Fiscal 2025 Mayor's Management Report
Why this is tracked
OTI (formerly DoITT) provides the shared technology backbone that City agencies rely on to do their jobs, including hardware, software, networks, and technical support. The department is probably best known publicly for running 311, the City's non-emergency citizen hotline established in 2003, which depends on the same kind of IT infrastructure and support that OTI maintains citywide.
Wikipedia - New York City Office of Technology and Innovation
On average, how many hours does it take to resolve a critical-priority IT incident?
7 hrs — increasing overall, though it dropped back after OTI reduced vendor dependence
On average, how many hours does it take to resolve a critical-priority IT incident?
7 hrs — increasing overall, though it dropped back after OTI reduced vendor dependence
* Year to date — this fiscal year isn't complete, so it's not compared against prior years in the target/trend status above.
View as table
| Fiscal year | Actual |
|---|---|
| FY22 | 6 hrs |
| FY23 | 11 hrs |
| FY24 | 7 hrs |
| FY25 | 7 hrs |
| FY26 (YTD) | 7 hrs |
The average time to resolve a critical IT incident nearly doubled from 6 hours in FY22 to 11 in FY23, which OTI attributed to greater dependence on third-party telecommunications and cloud-system vendors (prompting an application-modernization project for 28 legacy systems). It then dropped back to about 7 hours in FY24-FY26 as OTI reported operational changes that reduced reliance on those outside vendors.
Researched July 16, 2026 — OTI, Fiscal 2023 Mayor's Management Report, OTI, Fiscal 2024 Mayor's Management Report
Why this is tracked
OTI (formerly DoITT) provides the shared technology backbone that City agencies rely on to do their jobs, including hardware, software, networks, and technical support. The department is probably best known publicly for running 311, the City's non-emergency citizen hotline established in 2003, which depends on the same kind of IT infrastructure and support that OTI maintains citywide.
Wikipedia - New York City Office of Technology and Innovation
How many services does the Office of Technology and Innovation provide?
619 provides — increasing, largely since OTI consolidated several city tech offices into one
How many services does the Office of Technology and Innovation provide?
619 provides — increasing, largely since OTI consolidated several city tech offices into one
* Year to date — this fiscal year isn't complete, so it's not compared against prior years in the target/trend status above. The dashed marker projects a full-year estimate at the current year-to-date pace.
View as table
| Fiscal year | Actual |
|---|---|
| FY22 | 352 provides |
| FY23 | 531 provides |
| FY24 | 534 provides |
| FY25 | 600 provides |
| FY26 (YTD) | 619 provides |
| FY26 (projected) | ~825 provides |
The number of services OTI provides jumped from 352 in FY22 to 531 in FY23 because the agency was formed by consolidating several previously separate city technology offices (including the old Department of Information Technology and Telecommunications) into one organization, which by itself expanded the count of centrally offered IT services. Growth since then reflects OTI continuing to add new offerings.
Researched July 16, 2026 — OTI, Fiscal 2023 Mayor's Management Report, OTI, Fiscal 2024 Mayor's Management Report
Why this is tracked
OTI (formerly DoITT) provides the shared technology backbone that City agencies rely on to do their jobs, including hardware, software, networks, and technical support. The department is probably best known publicly for running 311, the City's non-emergency citizen hotline established in 2003, which depends on the same kind of IT infrastructure and support that OTI maintains citywide.
Wikipedia - New York City Office of Technology and Innovation
How many new service catalog submissions to support outside agencies are there?
53,457 agencies — increasing overall; the FY26 figure shown is partial-year only
How many new service catalog submissions to support outside agencies are there?
53,457 agencies — increasing overall; the FY26 figure shown is partial-year only
* Year to date — this fiscal year isn't complete, so it's not compared against prior years in the target/trend status above. The dashed marker projects a full-year estimate at the current year-to-date pace.
View as table
| Fiscal year | Actual |
|---|---|
| FY22 | 29,646 agencies |
| FY23 | 57,077 agencies |
| FY24 | 64,677 agencies |
| FY25 | 62,222 agencies |
| FY26 (YTD) | 53,457 agencies |
| FY26 (projected) | ~71,276 agencies |
New service catalog submissions nearly doubled from FY22 to FY23 (29,646 to 57,077), which OTI attributed to a 93 percent jump in agency requests for items like desk phones, mobile devices, multi-factor authentication and software licenses as the newly consolidated agency took on more IT support work. The FY26 figure in this dataset is a partial-year, year-to-date total rather than a full fiscal year, which is why it looks lower than FY25.
Researched July 16, 2026 — OTI, Fiscal 2023 Mayor's Management Report, OTI, Preliminary Fiscal 2026 Mayor's Management Report
Why this is tracked
OTI (formerly DoITT) provides the shared technology backbone that City agencies rely on to do their jobs, including hardware, software, networks, and technical support. The department is probably best known publicly for running 311, the City's non-emergency citizen hotline established in 2003, which depends on the same kind of IT infrastructure and support that OTI maintains citywide.
Wikipedia - New York City Office of Technology and Innovation
What percent of eligible households adopting Big Apple Connect services?
84.1%
What percent of eligible households adopting Big Apple Connect services?
84.1%
* Year to date — this fiscal year isn't complete, so it's not compared against prior years in the target/trend status above.
View as table
| Fiscal year | Actual |
|---|---|
| FY22 | Not available |
| FY23 | 76% |
| FY24 | 80.1% |
| FY25 | 81.4% |
| FY26 (YTD) | 84.1% |
84.1% in FY26 — has no numeric target set by the City, and it has trended toward improvement over the past 2 years of reported data.
Why this is tracked
The City launched Big Apple Connect in September 2022 to close a longstanding digital divide in public housing, after an earlier, more ambitious Internet Master Plan was put on hold. The program provides free basic internet and cable TV to NYCHA households through agreements with providers like Optimum and Spectrum, growing from 100 developments at launch to about 220 developments serving roughly 330,000 residents, saving participating households an estimated $1,700 a year. It was extended through 2028 in 2025.
NYC Mayor's Office - Mayor Adams Extends 'Big Apple Connect' Program, GovTech - NYC Tackles Digital Divide With New Free Internet Program
How many child care applications submitted using MyCity cases are there?
45,563 applications — increasing since its 2023 launch; FY26 figure is partial-year only
How many child care applications submitted using MyCity cases are there?
45,563 applications — increasing since its 2023 launch; FY26 figure is partial-year only
* Year to date — this fiscal year isn't complete, so it's not compared against prior years in the target/trend status above. The dashed marker projects a full-year estimate at the current year-to-date pace.
View as table
| Fiscal year | Actual |
|---|---|
| FY22 | Not available |
| FY23 | 8,624 applications |
| FY24 | 41,586 applications |
| FY25 | 69,856 applications |
| FY26 (YTD) | 45,563 applications |
| FY26 (projected) | ~60,751 applications |
MyCity child care applications grew rapidly after the portal's Fiscal 2023 launch, peaking in FY25, which OTI's own reporting calls a record year for the service. The FY26 figure in this dataset reflects only the first several months of the fiscal year (OTI reported a roughly 15 percent year-over-year decrease over that partial period), so it is not directly comparable to the full-year FY25 total.
Researched July 16, 2026 — OTI, Preliminary Fiscal 2026 Mayor's Management Report
Why this is tracked
OTI was established by Executive Order 3 in January 2022, renaming the former Department of Information Technology and Telecommunications (DoITT) and folding in the Mayor's Office of the Chief Technology Officer, NYC Cyber Command, the Mayor's Office of Data Analytics, the Mayor's Office of Information Privacy, and algorithms management staff. The consolidation was meant to unify technology strategy and service delivery under one roof instead of several overlapping offices. Notably, OTI is still legally referred to as DoITT in the City's rules, since the underlying legal department was renamed rather than newly created.
Wikipedia - New York City Office of Technology and Innovation
How many major incidents directly impact the services the Office of Technology and Innovation provides?
142 incidents — increasing overall, though OTI cut incidents recently through retraining and software fixes
How many major incidents directly impact the services the Office of Technology and Innovation provides?
142 incidents — increasing overall, though OTI cut incidents recently through retraining and software fixes
* Year to date — this fiscal year isn't complete, so it's not compared against prior years in the target/trend status above. The dashed marker projects a full-year estimate at the current year-to-date pace.
View as table
| Fiscal year | Actual |
|---|---|
| FY22 | 51 incidents |
| FY23 | 163 incidents |
| FY24 | 225 incidents |
| FY25 | 171 incidents |
| FY26 (YTD) | 142 incidents |
| FY26 (projected) | ~189 incidents |
Major incidents affecting OTI's services more than tripled from FY22 to FY23 (51 to 163) as the newly consolidated agency took on more IT services citywide, then kept rising into FY24 due in part to more carrier/vendor-driven telecom issues. FY25 saw a 24 percent decrease, which OTI credited to retraining its operations units on incident/problem management and revising its problem-management software.
Researched July 16, 2026 — OTI, Fiscal 2024 Mayor's Management Report, OTI, Fiscal 2025 Mayor's Management Report
Why this is tracked
OTI (formerly DoITT) provides the shared technology backbone that City agencies rely on to do their jobs, including hardware, software, networks, and technical support. The department is probably best known publicly for running 311, the City's non-emergency citizen hotline established in 2003, which depends on the same kind of IT infrastructure and support that OTI maintains citywide.
Wikipedia - New York City Office of Technology and Innovation