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Calls answered within 30 seconds (%)
Provide public access to City government. — Improve the efficiency of public access to government services
* 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 | Target |
|---|---|---|
| FY22 | 83% | 80% |
| FY23 | 85% | 80% |
| FY24 | 74% | 80% |
| FY25 | 80% | 80% |
| FY26 (YTD) | 78% | 80% |
78% in FY26 — missed the City's own target for this indicator (2% below the 80% target), and it has trended in the wrong direction over the past 3 years of reported data.
Why this is tracked
Before NYC311 launched in March 2003 under Mayor Michael Bloomberg, city government phone numbers filled roughly 4,000 entries across 11 pages of the phone book, split across more than 40 separate agency call centers and hotlines, with no single place for residents to get help or report a problem. 311 consolidated all of it into one 24/7 number (paired with 911 for emergencies), and later added an online portal in 2009. It has since become both a public access point and a management tool the City uses to track service requests and hold agencies accountable for response times.
NYC Mayor's Office - Bloomberg Commemorates Ten Years of NYC311, NYC311 - Wikipedia
Source: 311 Customer Service Center — via NYC Open Data: Mayor's Management Report, Agency Performance Indicators
Coverage shown: FY22–FY26, reported monthly.
Definition: The percentage of calls answered by a call center representative in 30 seconds or less. Time begins after initial prerecorded messages.