Philly311 Contact Center FAQs
What is Philly311?
Philly311 is the City of Philadelphia government’s centralized non-emergency Contact Center, serving as the gateway to City government information such as how to start a business, your local police district, your trash and recycling collection day, how to get a smoke alarm, etc. and requests for services including broken traffic signals, pothole repair or other street defects, graffiti removal, report of abandoned vehicles, unsafe/improper residential maintenance conditions, complaints, etc. Most requests for service through Philly311 generally have expected timeframes for action and/or resolution. This information is provided by the Philly311 Agent and is available on the mobile app.
How is Philly311 different from 911?
911 is for emergencies only. For all non-emergency City services or information, call 311.
Who should use Philly311?
Philly311 is accessible to all residents, businesses, and visitors.
How will this help to improve service from the City of Philadelphia?
It will help organize requests for service from citizens, keep track of when the request comes in, and hold city employees accountable for responding within a specified amount of time.
How does Philly311 work?
Philly311 can be contacted via phone by dialing 311 or (215) 686-8686, email: philly311@phila.gov, twitter: @philly311, facebook: Philly311, website: www.phila.gov/311 or download our Philly311 mobile app available for iOS and Android devices.
When a person contacts Philly311, if they are calling about directory assistance, general information or updates on special events, a Philly311 Agent responds in the same manner your request was received, i.e. phone, email, web, mobile app, twitter or facebook.
If they need to access City services, a request is submitted to the correct department to be serviced by department staff. The response time for this request will be provided and tracked for follow up.
Will Philly311 Agents be able to respond to calls from non-English speaking and hearing-impaired individuals?
Philly311 Agents are equipped with computer-based technology that enables hearing-impaired individuals to easily communicate with the people of the City of Philadelphia using their current TDD/TTY devices. A language line is also available for non-English speaking customers with interpreters available in over 180 languages.
Do I have to give my name when I call Philly311?
The City departments responsible for delivering the service(s) you are requesting may wish to contact you for follow up or to clarify an aspect of your request, so you may wish to leave your name and a contact phone number. That information will only be shared with the City department working on your request. However, you may remain anonymous when you contact Philly311.
Does every service request have a tracking number?
When submitting a request for service, you will be provided with a reference number to track the status of your request at your convenience by calling our contact center, via our website and using the mobile app if you are a registered user (the website and mobile app are accessible 24 hours a day).
