Philly311 connects residents with a wide range of City services and information. Although each request you send is different, we follow the same general process.
Philly311 process
Philly311 agents are trained to answer your questions about the City and direct your requests to the right department.
When people call, agents can share information and answer questions right away. If someone requests a service, we follow the process below
Our process starts when you contact us with a question or a request. You can reach us on the phone, on the web, or on our mobile app.
Submit a service request with 311
Philly 311 agents search our knowledge base of information for answers to questions and to help you submit the right service request for your situation.
If you experience an issue or need a City service, a Philly311 agent will send your request to the appropriate department. You will receive a service request number that you can use to get status updates.
Once a City department receives the request, they will review it and determine next steps.
Many requests have a Service Level Agreement (SLA). This is the amount of time departments expect to take to add an update to the case.
If your request isn’t addressed within the SLA timeframe, you can call 311 and ask for the request to be escalated.
Once the department has done what they can to address the issue, they close the case. If you have questions or concerns about a request that was closed, reach out to Philly311 with the service request number for help.