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Digital ServicesAccountabilityStreets
Digital City & 311 Reliability
Published 9/23/2025
Updated 9/23/2025
Summary
We will make 311 predictable: clear SLAs, live tracking, photo proof, and open APIs that feed our public dashboard.
Why Now
- Residents lose trust when tickets disappear into a black box; workers need better tools.
Goals
- 95% SLA hit rate on top 20 request types.
- Public API with real-time statuses.
Actions & Implementation
Step 1
Case states: opened → assigned → in progress → proof → closed.
Step 2
Photos & sensors: require completion proof; counters for lanes/bins.
Step 3
APIs: open data by default; CSV exports; privacy by design.
Step 4
Notifications: SMS/email progress.
Step 5
Ops: weekly reliability review; escalate chronic misses.
Timeline
0–6 months
6 months
Top 5 request types live.
6–18 months
12 months
Expand to 20; public API GA.
Key Performance Indicators
- SLA hit % by type
- Median time-to-close
- Re-open rate
Accountability
- Open dashboards; external bug bounty; publish outage reports.
Risks & Mitigations
Risk: Data privacy
Mitigation: Redact PII; consented photos only.
Frequently Asked Questions
Can I see historical data?
Yes:download from the dashboard.