Non-emergency 311 calls are a remarkably rich source of data which cities can use in a variety of ways.

With that in mind, New York State Comptroller Thomas DiNapoli has established an interactive dashboard, which as the dashboard states,  “allows the user to identify certain agencies or complaint types experiencing a high public demand for service and geographical concentration of such service demands.”

The dashboard provides data on more than two dozen agencies and New York City management and performance issues that surface through 311 contacts. Housing, parking, noise, waste, air quality and other quality-of-life issues are now being publicly tracked through this monitoring tool.

“New Yorkers are increasingly contacting 311 to report lack of heat and hot water, excessive street noise and illegally parked cars,” DiNapoli was quoted as saying in a press release. “Our new NYC311 Monitoring Tool maps complaints and breaks down the information by neighborhood. Being able to see where complaints are heaviest by type and location should make it easier for advocates, agency officials and policymakers to identify neighborhoods that need help or where resources should be focused.”

A few examples:

• “Illegal parking complaints topped over half a million in 2024, a 155% increase since 2019. Neighborhoods like Downtown Brooklyn and Long Island City are seeing triple-digit complaint growth as residents report vehicles being double-parked or blocking fire hydrants, crosswalks, bike lanes, sidewalks, bus stops or parking for people with disabilities.”

• “Noise complaints reached over 610,000 in 2024, a 19% increase from 2023, disproportionately affecting certain communities. The Bronx saw the highest rate per capita of noise complaints, with the Wakefield and Fordham sections most impacted.”

• “Heat and hot water complaints rose over 246,700 in 2024, up more than 14% from 2019. The Bronx had more than 192 complaints per 1,000 residents in the Fordham, Bedford Park and Norwood sections.” 

The performance measurement tool is particularly sophisticated in that it filters out duplicate complaints and will be used “by the public for local advocacy efforts, elected officials for fiscal and operational planning and response efforts or city agencies for allocating resources.” 

According to a NYC Monitoring Tool report, this new dashboard tool continues efforts “to promote data-informed decision-making and increased transparency” and draws on a NYC311 dataset “to include neighborhood-level insights on monthly requests by complaint type.”'

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