Here’s a situation many Philadelphians may know: while taking walk, you see a pothole on your street. You take out your phone, dial 3-1-1, and report the pothole to our pleasant call agent. A case number is generated and has been sent to the Streets Department for inspection. What next? Track the progress of the case using your eight digit case number. As an alternative, you can attach your email address to the case and receive automatic updates.  

Whether you contact us by phone, mobile appweb portal, or social media, we encourage you to include your email address on the report. Here are the benefits of doing so: 

1. Getting status updates

What if you can’t find your eight digit case number? Instead of calling 311 again, save time by receiving email updates to your inbox. You’ll receive an email every time a comment is added to the case, or when the case status changes. However, you notice that pothole again few days later, and you ask yourself what’s the progress on that? Well, you can check for the latest email from us and you’ll see the request is currently in-progress with the Streets Department.  

2. Tell us how we’re doing 

We at 311 strive to give you the best customer service experience possible. Surveys are helpful for us to understand how we can better serve you. They are also regularly reviewed by servicing departments. Every service request email sent to you has a link to our customer satisfaction survey at the bottom. Have a suggestion or a comment on city services? We want to hear from you! 

3. Access more mobile app features 

You don’t need to create an account to submit a request on our app or web portal. However, creating an account allows you to… 

  • Easily track your service requests in one place
  • Add comments and photos to requests 
  • Enable mobile notifications 
  • Interact with community members 

When a service request is completed, you will get an email notificationthe Streets Department has fixed the pothole you reported. You take another walk and are pleased to see a new patch of asphalt over the street defect. Every step of the case’s progress was relayed to you without spending any more time on the phone!  

One of our many responsibilities to you is to keep you as informed as possible on your case’s progress. If you have questions about your case, do not hesitate to reach out to us. It is our pleasure to help you get issues in your neighborhood addressed.