Below is a detailed explanation of what Local Law 47 reports include, and how the data is organized. Indicator definitions and important notes follow. You may find it helpful to refer to these explanations when reviewing the 311 Reports.
311 categorizes interactions in one of two ways: as an Inquiry or as a Request for Service:
- Inquiries result either in information being provided to the customer by 311 or, in a referral/transfer directly to another agency or provider.
- Requests for Service result in information being collected by 311 that is then forwarded electronically to the appropriate agency for action.
311 does not collect location (or geographic) information about inquiries. These are reported at a Citywide level. Additionally, there are certain types of Requests for Service where there is no identifiable incident location. DoITT reports on these locations as 'Unknown.'
For Requests for Service where there is an incident location, the data is available by Community District, City Council District, Borough, and ZIP Code. Where requests for service span several Community Districts or ZIP codes, DoITT is specific as possible and uses the most appropriate geographic category.
DoITT is providing four main reporting areas:
I: Incoming Calls
These three reports provide a summary of the calls made to 311 for the last completed month, fiscal year-to-date, and total to date.
II: Inquiries Reports (Top Inquiries and Full Inquiry Report)
These reports show the volume of inquiries 311 received for each of the Mayoral agencies by Month and Fiscal Year-to-date. The Top Inquiries report displays the top 10 inquiries for the last completed month and current Fiscal Year-to-date. The Full Inquiry report allows users to filter results based on Agency and Date. Additionally users can drill down on a Month or FYTD value to see a trending of the # of inquiries for up to five years of data.
III: Request for Service Maps
Default and detailed graphical representations of the service requests made to an agency. The default map displays service requests created in the previous month by Community District. Users can also change the map type to aggregate data by Borough, City Council District, and ZIP Code. The detailed map provides the same functionality as the default map while also allowing users to filter for data from a different month or to limit the results to a subset of Agencies and/or Complaint Types.
IV: Request for Service Reports (Top Service Requests and Full Service Request Reports)
These reports provide a summary of the service requests (SRs) to an agency by Month and Fiscal Year-to-date (FYTD). The reports are grouped by the agency responding to the service request and the request type, and are provided at the Citywide, Community Board, City Council District, Borough, and ZIP Code level. The Top Service Requests report displays the top 10 SRs for the last completed month and current Fiscal Year-to-date. The Full Service Request – Last Completed Month and Fiscal Year-to-Date report allows users to filter results based on Agency, Complaint Type, Geography, and Date. Additionally users can drill down on a Month or FYTD value to see a trending of the # of SRs for up to four years of data, as well as additional details on the creation and fulfillment of these requests for service. The Full Service Request – Month-over-Month report displays the # of SRs broken out by Month for the current Fiscal Year-to-Date. It also allows users to filter results based on Agency, Complaint Type, Geography, and Month. Following is a list of terms used within the reports and their definitions.
- The number of all new requests for service that the agency received within the given reporting period.
- This section represents the total number of requests for service that the agency reported to 311 as being closed within the given time period, regardless of when they were received. Service requests may have been closed sooner than reported as there may be a lag between when services are provided and when that information is entered into the 311 computer system.
- Average Days to Close*
Average Days to Close is a measure of how long it took the agency to close a given request for service. It is calculated in calendar days and is the difference between when the request for service was created and when the agency changed the request to the status of closed.
*Average Days to Close information does not represent the actual time it took for the agency to fulfill the request for service. Rather, this data reports on the time elapsed between when the request was received and when the agency marked the request as closed.