More calls answered, faster response times and record engagement — Sacramento’s latest 311 annual report highlights a year of measurable improvement in how residents connect with City services.

The City of Sacramento’s 311 Customer Service Center processed more than half a million service requests over the past year, according to its newly released 2024/25 Annual Report. The data shows continued growth in community engagement across phone, online and mobile channels.

Key findings include:

• 276,058 phone calls serviced by 311 agents – a 9.52% increase from last year
• 190,483 online, mobile app, and email requests reviewed and processed – 1.41% increase
• 521,178 total service requests received and processed – 4.18% increase overall
• 52,298 calls transferred by artificial intelligence (AI) to other departments or County 311 and self-service – a 9.33% increase from 2023-2024

“311 continues to be the backbone of how we connect with our community,” said 311 Manager Ivan Castellanos. “The integration of technology and data allows us to respond more efficiently and provide residents with the level of service they expect and deserve.”

Recent improvements to the 311 system have also made it easier for residents to report concerns and track service requests. In August, the City launched a major upgrade to its homelessness reporting and response process, developed in partnership with the City’s Department of Community Response and Information Technology (IT) Department. The enhanced system uses a short questionnaire to better identify the services needed for concerns involving homelessness, reducing misclassifications and response times while improving communication with residents.

The 311 Customer Service Center offers residents, businesses and visitors with multiple ways to connect with the City, report issues and access information about City services. This program reflects Sacramento’s commitment to delivering responsive service and improving the quality of life for everyone who lives, works and visits the city.

To learn more or submit a non-emergency service request within the Sacramento city limits, visit the City’s 311 online portal, where users can report issues, track requests and explore a variety of City programs and resources.