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311 Service Level Agreements

When a customer calls 311 or accesses 311 Online, their request often requires agency follow-up. If further action is required, 311 creates a service request (SR) and notifies the appropriate agency with the request (e.g., to fix a pothole or respond to a noise complaint). Each SR is assigned a timeframe, known as a service level agreement (SLA), which informs the customer how much time it takes the City to respond to their request (listed in this report as the "expected time to action.")

Agencies must report their success in resolving 311 service requests within the time frame they presented to customers. All agencies created service level agreements for every service request available through the 311 customer call center.

The agencies that currently have service requests through 311 are:
  • Department of Consumer Affairs
  • Department of Environmental Protection
  • Department for the Aging
  • Department of Buildings
  • Department of Health and Mental Hygiene
  • Department of Information Technology and Telecommunications
  • Department of Transportation
  • Department of Parks and Recreation
  • Department of Sanitation
  • Department of Housing Preservation and Development
  • New York Police Department
  • Taxi and Limousine Commission