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Frequently Asked Questions

How does 311 validate locations for requests for service?

311 validates locations for requests for service using one of three possible methods: exact address (for example, 125 Hyland Blvd.), intersection search (30th Street and Main), or block search (Fulton between William and Nassau). The majority of service requests have an exact address, which is required to accurately categorize requests by City Council District and Community Board. A given block or intersection may fall into two or more of these areas. When this occurs, these requests for service are not included in the Community District and Community Board portion of the reports, but will be included in the Borough and ZIP Code portion of the reports. As a result, the totals in each location-based report may vary.

What is the definition of ‘Closed’?

There are various ways in which an agency uses the 311 system to manage requests for services assigned to them. In the majority of cases, when an agency 'Closes' a request for service, it indicates when they updated the 311 computer system used to intake the request; it does not represent when the request was actually fulfilled. Agencies strive to close service requests in a timely manner, and the fulfillment of the request takes priority over updating the application.

Where can I find definitions of terms?

Download the Index of agency acronyms (in PDF)