Sacramento 311 received and processed 593,444 service requests during the 2025-26 reporting year, nearly 14% more than the previous year.
Each day, residents rely on 311 to request City services, report issues and access information, from missed trash collection to concerns on neighborhood streets. Beyond measuring call volume, the data provides valuable insight into the issues residents bring to the City and how those requests translate into work across City departments.
“311 is one of the most direct connections between our residents and the services the City provides every day,” City Manager Maraskeshia Smith said. “Looking closely at this data helps us understand what our communities need, where demand is changing and where we have opportunities to improve how we serve Sacramento.”
What residents request
Residents use 311 for a wide range of City services, from neighborhood and property concerns to waste collection, animal services and issues involving streets and public spaces.
How issues are handled
Each request is routed to the appropriate City team based on the type of service needed. From there, the responsible department reviews the request and determines the appropriate response.
Response times vary by request type
Some requests can be addressed relatively quickly, while others may require an inspection, investigation or coordination among multiple City departments.
Recycling and Solid Waste was the top 311 service request category in fiscal year 2025-26, with approximately 39% of requests involving the City’s free household junk, appliance and e-waste pickups and another 15% related to bin repairs or replacements.
Homeless Reports were the fastest-growing 311 service request category in fiscal year 2025/26, rising about 52% from 92,584 to 140,954 requests. That increase accounts for roughly three quarters of the growth across the top five categories, and it narrowed the gap with Recycling & Solid Waste, still the most requested category at 151,333.
The most common requests provide a snapshot of the everyday issues residents are asking the City to address and help the City understand where residents are seeing service needs in their neighborhoods.
Demand for 311 continues to grow
Overall use of 311 increased during the past year, with 593,444 service requests received and processed, up 13.87% from the previous year.
Digital requests are included in the total number of service requests, but their growth shows how the way residents connect with 311 is changing. Online, mobile app and email requests increased nearly 18% from the previous year.
Phone and automated services provide another look at 311 activity. Agents answered 280,264 calls, up 1.52% from the previous year. Another 42,109 calls were transferred or handled through the 311 virtual agent without assistance from a live agent.
These figures measure interactions with 311 rather than individual service requests. A single call can result in multiple requests depending on the issues a resident reports.
How to use Sacramento 311
Sacramento 311 is the City’s primary customer service center for nonemergency City services and information.
Residents can use 311 to report an issue, submit a service request, check the status of an existing request or get information about City programs and services.
Residents can connect with 311 by:
- Calling 311 from within Sacramento city limits
- Using the Sac311 mobile app to submit and track service requests
- Submitting a request online
- Emailing 311
For emergencies or situations requiring an immediate police, fire or medical response, residents should call 911.
