Permanent project revision

NYC311 Service Requests & Open Data

Revision 2026-08-21-source-dates · effective 2026-07-26

Current revision. This is the snapshot used by the live entity page.

unreviewed

Record the publication date of each source that states one; a source that publishes no date is marked null, and one that shows only a revision carries `updated` instead.

sha256:45cb0f4d72ac9e3be85cba3a76b036dea35672ab309c90b0e124b5d4f556655d

All revisions → Current entity page →

Change set

replace /snapshot/projectFingerprint — Updated projectFingerprint to the current sourced project record.
replace /snapshot/sources — Updated sources to the current sourced project record.

6: of 6 claims mapped
10: source dossiers
3: publication dates recorded
0: archives linked
0: exact locators
0: content captures hashed

Claims, one by one

The text below is copied verbatim from the published record. Each claim names the source dossiers that carry it; caveats stay attached to the claim they qualify.

Claim 1 clm-731f190129f1debb quantitative

New York City opened 311 at 12:01 a.m. on 9 March 2003, folding more than 40 agency hotlines into one non-emergency number

Published field: snippet · verbatim
Mapping: mapped · no interpretation or interpolation added by this passport
What the mapping says: The operator page dates the launch to 12:01 a.m. on 9 March 2003 and records the first call. The tenth-anniversary account gives the origin — announced in the mayor's 2002 State of the City address — and the scope of the consolidation: more than 40 call centres and hotlines and 12 pages of phone-book listings.
Caveat: No claim-specific caveat recorded

Sources carrying this claim

NYC311 — About
Office of the Mayor — Ten years of NYC311 (2013)

Claim 2 clm-0c27f8b34c2acf7e quantitative

It was telephone-only until a web channel arrived in 2009 and texting in 2011; in fiscal 2024 the website carried more contacts than the phone line

Published field: snippet · verbatim
Mapping: mapped · no interpretation or interpolation added by this passport
What the mapping says: The channel chronology is telephone-only from 2003, an online channel added in 2009, and text and social media in 2011; the operator page dates the text channel to 2011 as well. The fiscal 2024 management report puts roughly 18.2 million contacts through the website against nearly 17.5 million calls — the first year the web channel is the larger of the two.
Caveat: No claim-specific caveat recorded

Sources carrying this claim

Gotham Gazette — Inside 311, the City's Front Door to Government
NYC311 — About
Mayor's Management Report FY2024 — 311 Customer Service Center

Claim 3 clm-0ee3c8ed167f431d quantitative

Since 2010 the city publishes every request daily as open data, with type, agency, location and both opening and closing timestamps, which is why outsiders can audit it

Published field: snippet · verbatim
Mapping: mapped · no interpretation or interpolation added by this passport
What the mapping says: The dataset updates daily with one row per request carrying complaint type, responding agency, location, and created and closed timestamps, and no personally identifying information. Two outside uses show what those timestamps allow: a newsroom analysed 26 million requests and found roughly 8,000 driver-misconduct complaints closed in under five minutes during 2020, with only 11 per cent of such complaints producing a summons since 2010; and the state comptroller built a public neighbourhood-level monitoring tool directly on the daily feed.
Caveat: No claim-specific caveat recorded

Sources carrying this claim

NYC Open Data — 311 Service Requests from 2010 to Present
Streetsblog NYC — Ignored, Dismissed (21 Oct 2021)
NY State Comptroller — NYC311 Monitoring Tool (May 2025)

Claim 4 clm-72919cb045b9c12d descriptive

The City Council's own dashboard warns that vague resolution descriptions make it nearly impossible to tell whether an issue was actually fixed

Published field: snippet · verbatim
Mapping: mapped · no interpretation or interpolation added by this passport
What the mapping says: The Council's dashboard carries the agency shares — police 29.0 per cent, housing 23.0 per cent, sanitation 15.4 per cent — and its own finding that vague, misleading or inaccurate resolution descriptions make it nearly impossible to track whether an issue was resolved.
Caveat: This is the legislature auditing the executive's own dataset, which is why it is the entry's accountability counterweight rather than an outside critique.

Sources carrying this claim

New York City Council — 311 by agency

Claim 5 clm-5f7cebb101353eb5 quantitative

38.2 million contacts in fiscal 2024 (Mayor's Management Report): about 18.2 million through the website, 17.5 million calls, and 2.5 million by app, text or social media

Published field: impact · verbatim
Mapping: mapped · no interpretation or interpolation added by this passport
What the mapping says: The management report gives 38.2 million contacts in fiscal 2024, of which roughly 18.2 million via the website — up 21 per cent on the previous year — nearly 17.5 million calls and almost 2.5 million by app, text and social media.
Caveat: A city self-report. It counts contacts, not distinct residents or resolved problems.

Sources carrying this claim

Mayor's Management Report FY2024 — 311 Customer Service Center

Claim 6 clm-9e4b6a2c509d9dd6 descriptive

Peer-reviewed work on New York's heating and hot-water requests finds neighbourhood socioeconomic characteristics predict underreporting, so allocating service by complaint counts can widen the gap it appears to close

Published field: lesson · verbatim
Mapping: mapped · no interpretation or interpolation added by this passport
What the mapping says: The peer-reviewed model of heating and hot-water complaints finds that neighbourhood socioeconomic characteristics predict which buildings underreport. A second, independent study comparing more than 20 million requests with building violation records finds the propensity to complain varies with socioeconomic, demographic, cultural and internet-access differences.
Caveat: The consequence — that allocating service by complaint counts can widen the gap — is the entry's own inference from two findings about reporting, not a claim either study makes about service allocation.

Sources carrying this claim

Boxer, Hong, Kontokosta & Neill, Annals of Applied Statistics 19(2), 2025
Kontokosta, Hong & Korsberg — Equity in 311 Reporting (NYU, 2017)

Source dossiers and revision state

This layer records what is known about each source, what is still missing, and the exact snapshot this page is rendering. A missing date, archive or hash stays visible as missing.

unreviewed Revision 2026-08-21-source-dates effective 2026-07-26 · created 2026-08-22

Awaiting operator and domain-expert review; publication of this revision implies neither.

sha256:45cb0f4d72ac9e3be85cba3a76b036dea35672ab309c90b0e124b5d4f556655d

Revision history → Permanent version link → Machine-readable record → Evidence Constitution →

6: of 6 claims mapped
10: source dossiers
3: publication dates recorded
0: archives linked
0: exact locators
0: content captures hashed

Governance facts carried by the record

Operator: NYC311 (City of New York)
Actor types: city-government
Funding model: public
Funding description: Not recorded
Cost: Not recorded
Ownership: Not recorded
Decision rights: Not recorded
Exit conditions: Not recorded

10 source dossiers

NYC311 — About portal.311.nyc.gov · 2 linked claims

Open original source ↗

Stable source ID: src-419a0433b0996d03
Publisher: Name not classified · portal.311.nyc.gov
Type / language: web-page · language not classified
Published: Not recorded
Updated: Not recorded
Source last checked: No source-level check date
Record last verified: 2026-07-26
Dossier created: 2026-08-22
Retrieved copy: No local capture recorded
Archive: No archived copy linked
Content hash: No captured content hash
Locator: Open the recorded source note
Operator page: launch at 12:01 a.m. on 9 March 2003, the first call, the 311-692 text channel added in 2011, and open datasets published from 2010 onward.
Descriptive only — not page/paragraph exact
Claims linked: clm-731f190129f1debb
clm-0c27f8b34c2acf7e

Office of the Mayor — Ten years of NYC311 (2013) nyc.gov · 1 linked claim

Open original source ↗

Stable source ID: src-04f66e4ab455ddbc
Publisher: Name not classified · nyc.gov
Type / language: web-page · language not classified
Published: Not recorded
Updated: Not recorded
Source last checked: No source-level check date
Record last verified: 2026-07-26
Dossier created: 2026-08-22
Retrieved copy: No local capture recorded
Archive: No archived copy linked
Content hash: No captured content hash
Locator: Open the recorded source note
Supports the origin: announced in Bloomberg's 2002 State of the City, consolidating more than 40 call centres and hotlines and 12 pages of phone-book listings.
Descriptive only — not page/paragraph exact
Claims linked: clm-731f190129f1debb

Mayor's Management Report FY2024 — 311 Customer Service Center nyc.gov · 2 linked claims

Open original source ↗

Stable source ID: src-ac75ea94548c03c6
Publisher: Name not classified · nyc.gov
Type / language: pdf · language not classified
Published: Not recorded
Updated: Not recorded
Source last checked: No source-level check date
Record last verified: 2026-07-26
Dossier created: 2026-08-22
Retrieved copy: No local capture recorded
Archive: No archived copy linked
Content hash: No captured content hash
Locator: Open the recorded source note
Source of the impact figures: 38.2 million contacts in fiscal 2024, of which roughly 18.2 million via the website (up 21% on FY2023), nearly 17.5 million calls and almost 2.5 million by app, text and social media.
Descriptive only — not page/paragraph exact
Claims linked: clm-0c27f8b34c2acf7e
clm-5f7cebb101353eb5

Gotham Gazette — Inside 311, the City's Front Door to Government gothamgazette.com · 1 linked claim

Open original source ↗

Stable source ID: src-777044bf15b9f9c9
Publisher: Name not classified · gothamgazette.com
Type / language: web-page · language not classified
Published: Not recorded
Updated: Not recorded
Source last checked: No source-level check date
Record last verified: 2026-07-26
Dossier created: 2026-08-22
Retrieved copy: No local capture recorded
Archive: No archived copy linked
Content hash: No captured content hash
Locator: Open the recorded source note
Supports the channel chronology: telephone-only from 2003, 311 Online added in 2009, text and social media in 2011.
Descriptive only — not page/paragraph exact
Claims linked: clm-0c27f8b34c2acf7e

NYC Open Data — 311 Service Requests from 2010 to Present data.cityofnewyork.us · 1 linked claim

Open original source ↗

Stable source ID: src-a943bb47635dc8f5
Publisher: Name not classified · data.cityofnewyork.us
Type / language: web-page · language not classified
Published: Not recorded
Updated: Not recorded
Source last checked: No source-level check date
Record last verified: 2026-07-26
Dossier created: 2026-08-22
Retrieved copy: No local capture recorded
Archive: No archived copy linked
Content hash: No captured content hash
Locator: Open the recorded source note
The dataset itself: daily updates, one row per request with complaint type, responding agency, location, and created and closed timestamps, no personally identifying information.
Descriptive only — not page/paragraph exact
Claims linked: clm-0ee3c8ed167f431d

New York City Council — 311 by agency council.nyc.gov · 1 linked claim

Open original source ↗

Stable source ID: src-9c1c0d7ab16e0e07
Publisher: Name not classified · council.nyc.gov
Type / language: web-page · language not classified
Published: Not recorded
Updated: Not recorded
Source last checked: No source-level check date
Record last verified: 2026-07-26
Dossier created: 2026-08-22
Retrieved copy: No local capture recorded
Archive: No archived copy linked
Content hash: No captured content hash
Locator: Open the recorded source note
The accountability counterweight: agency shares (NYPD 29.0%, HPD 23.0%, Sanitation 15.4%) and the Council's finding that vague, misleading or inaccurate resolution descriptions make it nearly impossible to track whether an issue was resolved.
Descriptive only — not page/paragraph exact
Claims linked: clm-72919cb045b9c12d

Streetsblog NYC — Ignored, Dismissed (21 Oct 2021) nyc.streetsblog.org · 1 linked claim

Open original source ↗

Stable source ID: src-bb7b147ed854e716
Publisher: Name not classified · nyc.streetsblog.org
Type / language: web-page · language not classified
Published: 2021-10-21
Updated: Not recorded
Source last checked: No source-level check date
Record last verified: 2026-07-26
Dossier created: 2026-08-22
Retrieved copy: No local capture recorded
Archive: No archived copy linked
Content hash: No captured content hash
Locator: Open the recorded source note
Worked example of journalism built on the closing timestamps: 26 million requests analysed, roughly 8,000 driver-misconduct complaints closed in under five minutes during 2020, and only 11% of such complaints producing a summons since 2010.
Descriptive only — not page/paragraph exact
Claims linked: clm-0ee3c8ed167f431d

NY State Comptroller — NYC311 Monitoring Tool (May 2025) osc.ny.gov · 1 linked claim

Open original source ↗

Stable source ID: src-5a9eb65533c8a5ec
Publisher: Name not classified · osc.ny.gov
Type / language: web-page · language not classified
Published: Not recorded
Updated: Not recorded
Source last checked: No source-level check date
Record last verified: 2026-07-26
Dossier created: 2026-08-22
Retrieved copy: No local capture recorded
Archive: No archived copy linked
Content hash: No captured content hash
Locator: Open the recorded source note
Independent oversight body built a public neighbourhood-level monitoring tool directly on the daily open-data feed; also confirms the dataset and service are active in 2025.
Descriptive only — not page/paragraph exact
Claims linked: clm-0ee3c8ed167f431d

Boxer, Hong, Kontokosta & Neill, Annals of Applied Statistics 19(2), 2025 doi.org · 1 linked claim

Open original source ↗

Stable source ID: src-9fc82934ca1fc2be
Publisher: Name not classified · doi.org
Type / language: web-page · language not classified
Published: 2025-06-01
Updated: Not recorded
Source last checked: No source-level check date
Record last verified: 2026-07-26
Dossier created: 2026-08-22
Retrieved copy: No local capture recorded
Archive: No archived copy linked
Content hash: No captured content hash
Locator: Open the recorded source note
Peer-reviewed basis for the lesson: modelling heating and hot-water complaints finds neighbourhood socioeconomic characteristics predict which buildings underreport to 311.
Descriptive only — not page/paragraph exact
Claims linked: clm-9e4b6a2c509d9dd6

Kontokosta, Hong & Korsberg — Equity in 311 Reporting (NYU, 2017) arxiv.org · 1 linked claim

Open original source ↗

Stable source ID: src-40a6d0dd711ac4d7
Publisher: Name not classified · arxiv.org
Type / language: web-page · language not classified
Published: 2017-10-06
Updated: Not recorded
Source last checked: No source-level check date
Record last verified: 2026-07-26
Dossier created: 2026-08-22
Retrieved copy: No local capture recorded
Archive: No archived copy linked
Content hash: No captured content hash
Locator: Open the recorded source note
Second, independent equity finding: 20 million-plus requests compared with building violation records show the propensity to complain varies with socioeconomic, demographic, cultural and internet-access differences.
Descriptive only — not page/paragraph exact
Claims linked: clm-9e4b6a2c509d9dd6

Known limits of this passport

Publisher names and source languages have not yet been classified; domains are recorded without guessing.
Existing source notes are descriptive locators, not page- or paragraph-exact citations.
A missing archive, publication date or content hash is shown as null rather than inferred.
The project-level evidence grade ranks the strongest source in the entry; it is not a truth score for every claim.