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Incidents by severity level — Critical
Deliver City IT services including hardware, software, and technical support — Resolve all service disruptions within targeted levels.
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
* 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 |
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
Source: Customer Service, Public Safety — via NYC Open Data: Mayor's Management Report, Agency Performance Indicators
Coverage shown: FY22–FY26, reported monthly.
Definition: Number of reported incidents by severity level - critical