311: The Number that Guides to the Right Door

311 is a single, centralized number that helps to channel and streamline all callers’ inquires. Photo taken by Xiaole Dong/ People's Daily Online

Ever caught up in a situation where you need to report something to a government official but you have no idea which department you should reach nor the correct phone number you should dial? How about you want to complain a taxi driver who refused a pick-up but you don’t know where to turn to? Well, in New York City, you can simply dial 311.

“In New York City, there are thousands and thousands of city agencies, and there are over four thousands different answers to questions that could be provided. So no customers should be expected to figure out what agency should I call. Instead, they could just call 311 and let us find for them. Or they can go online to 311 online and search for themselves,” said Joe Morrisroe, Executive Director at New York 311, to People’s Daily Online USA.

First launched in 2003 to go along with Mayor Bloomberg’s open government vision, 311 is a single, centralized number that helps to channel and streamline all callers’ inquires. Its mission is to provide the public with quick access to all New York City government services and information.

For example, if a tenant’s apartment is in such an inhabitable condition, and the landlord refuses to repair, the tenant can call 311 and file a complaint. 311 will make sure the case fits within the rules and regulations and then input the tenant’s information into the computerized system. Report of the complaint will be sent electronically to the appropriate agency, which will have officials to go and inspect the apartment. 311 will give the tenant an estimated timeframe of how long it will take. The tenant will also have a contact number and a confirmation number, so he or she can call back and or go online to check the status. If it is found the landlord violates the law, the agency that has enforcement authority may issue warnings or tickets.