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Remarks

De La Rosa describes 311's evolution into multi-channel platform

New York City Council · Sep 30, 2026 · starts 0:00:53 · 37 sec

De La Rosa explains that 311 now handles millions of interactions via phone, text, app, and website in more than 175 languages, making it the largest 311 system in the country.

Carmen N. De La Rosa

Launched in 2003 as a centralized telephone call center, 301 has evolved significantly over the past two decades, expanding the ways in which the public can communicate with city government as technology and public expectations have changed.

Carmen N. De La Rosa

Today, 311 handles millions of interactions each year through phone calls, text messages, its mobile application, and website, providing assistance in more than 175 languages as the largest 311 system in the country.

Carmen N. De La Rosa

NYC 311 plays an essential role in making city government more accessible and responsive to the people it serves.