The 311 Reports reflect requests and inquiries that are received through the 311 Contact Center. As a result, the data reported here represents only part of a Department’s total calls/requests.
311 records locations for Service Requests using one of three methods: exact address, intersection, or block search (e.g. Chestnut Street between Fourth and Fifth). Most Service Requests have an exact address, which is required to accurately categorize requests by City Council District. A City block may fall into two or more Council Districts. When this occurs, these requests for service are not included in the City Council District reports, but are included in the Monthly and Weekly reports. Therefore, the totals in each location-based report may vary.
Definition of 'Completed'
There are various ways in which a City Department uses the 311 system to manage their Service Requests. Due to reasons such as high demand and legal processes, some Service Requests are listed as completed when the Department contacts the Customer or when the first step in the process is completed. For example, a request for the pruning of a street tree will be listed as completed by the Department of Parks & Recreation once the Customer is notified that his/her request was received and placed on the list for tree pruning. The word “Completed” as it relates to Service Requests is defined by each Department in conjunction with their processes and PhillyStat reviews.