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Average incident resolution time by SLA level (hours) — Critical
Deliver City IT services including hardware, software, and technical support — Resolve all service disruptions within targeted levels.
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
* 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 |
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: Average time from the initial reporting of an incident to the incident resolution time broken out by SLA - Critical