The hard working and professional 311 Call Center. Believe it or not, the 311 Call Center was established back in 2002 to give residents one place to call for non-emergency City services. 311 connects residents with City services by providing an easy and accessible way to request assistance, report problems, and get information and/or resources.
Each year, the 311 Call Center handles over one million requests, including graffiti removal, illegal dumping, streetlight repairs, and many other City services. 311 representatives submit service requests so the appropriate City departments can respond in a timely manner and help keep the City clean and properly maintained. 311 representatives faced several challenges and system updates, including budget cuts and the transition to AWS Connect and the new MyLA311 system. Despite these changes, 311 representatives continued to move forward, handling every call with professionalism and courtesy.
Key 311 accomplishments for 2025:
- The call center received 1,515,340 calls in 2025!
- Agents successfully answered 1,110,360 calls
- The service is accessible to diverse communities, with 57,761 calls handled in Spanish alone
- 311 offers language translation in over 100 languages
On March 28, 2025 MyLA311 system transitioned to a modernized system, including more service request types, improved mapping system, and accessibility features. By implementing the new and improved MyLA311 system, access to City services and allowing residents to report issues directly through the mobile app or website.
Key MyLA311 system accomplishments for 2025:
- The new system has seen a 20% increase in resident requests
- The new MyLA311 has a 95% closure rate from City of Los Angeles field workers!
- 311 services are available in over 200 languages whether it be through the translation services, mobile app or website
311 is dedicated to providing quality customer service with skilled, knowledgeable, dedicated and reliable representatives. Shout out to 311!