All topics / Administrative Services / Office of Technology and Innovation
Major incidents that directly impact services that OTI provides
Deliver City IT services including hardware, software, and technical support — Provide quality service delivery and performance monitoring for OTI-managed systems.
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
* 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 |
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 — via NYC Open Data: Mayor's Management Report, Agency Performance Indicators
Coverage shown: FY22–FY26, reported monthly.
Definition: Number of major incidents for OTI services. A major incident reflects a loss of IT service (outage) without any reasonable contingencies.