NYC Department of Information Technology & Telecommunications

What NYC Department of Information Technology & Telecommunications does

NYC Department of Information Technology & Telecommunications (DoITT), now operating as the NYC Office of Technology and Innovation (OTI), is a municipal government department of the City of New York responsible for technology and telecommunications infrastructure and service delivery across NYC government. The agency operates NYC311 — the nation's largest 311 system — serving 8 million NYC residents and visitors by consolidating more than 40 legacy helplines into a unified 24/7 multi-channel platform that accepts over 500 service request types and connects users to more than 2,000 city services and programs. Since launching on March 9, 2003, NYC311 has logged more than 500 million customer contacts and received a 2012 United Nations Public Service Award as a recognized model for cities worldwide.

Name

NYC Department of Information Technology & Telecommunications

Legal name

City of New York Department of Information Technology & Telecommunications

Website

https://nyc.gov

Company type

Public

Operating status

Operating

Headcount range

1,001–5,000 employees

Short description

NYC Department of Information Technology & Telecommunications (now NYC Office of Technology and Innovation) is a municipal government department operating NYC311 — the nation's largest 311 system — and supporting digital platforms serving 8 million NYC residents, visitors, and 200+ city agencies through 24/7 omnichannel access.

Ownership category

akta.pro rank

Product category

Government Technology Services

SIC

Communications Services, Nec (4899), Services-Telephone Interconnect Systems (7385)

akta.pro primary industry

Emergency, After-Hours & Hotline Contact Centers (BPAAAAAK)

akta.pro secondary industry

Emergency Communications & Dispatch (911/112/999, PSAP) (BPAIAGAD)

Keywords

• Government digital services
• Civic service platform
• 311 citizen services
• Emergency notification systems
• Municipal technology infrastructure

Headquarters

HQ city

Brooklyn

HQ country

United States

HQ region

North America

Offices2 records

Markets served

GTM type

B2B and B2C

Offering type

Services

Cost components

Personnel, Technology or R&D, Operations, Infrastructure, Marketing or Sales

Revenue model

1. Government Funding: NYC DoITT is a city government agency funded through municipal budgets and taxpayer resources. Services are provided free to residents. The agency does not generate commercial revenue.

Go-to-market motion1 record

Distribution channels5 records

Marketing channels5 records

Core offering

NYC DoITT operates the city's central digital service platforms, most notably NYC311 — the nation's largest 311 system that accepts over 500 service request types and connects 8 million residents to 2,000+ city services 24/7 via phone, web, text, and mobile app. The department also runs NYC.gov as the official city portal and Notify NYC for real-time emergency alerts, integrating with over 200 city agencies and non-profits to consolidate service delivery across the City of New York. All services are provided free of charge as publicly funded government infrastructure.

Product overview

NYC Department of Information Technology & Telecommunications (DoITT), now operating as the NYC Office of Technology and Innovation (OTI), provides a comprehensive suite of digital government services centered around NYC311 and NYC.gov. The core offerings include NYC311, the nation's largest 311 system handling over 500 service request types and connecting residents to 2,000+ City services, available via phone, text, mobile app, and web. The NYC311 ecosystem includes NYC311 Online (web portal), NYC311 Mobile App, NYC311 API (developer integration), and NYC311 Reporting/Open Data. Supporting products include Notify NYC (emergency alerts), NYC Secure (device security), and over 15 other mobile applications covering services from parking to housing. NYC.gov serves as the official government portal. The infrastructure processes text-based service requests and provides multi-channel access in over 175 languages through phone, text, app, and social media channels.

Differentiator

Problem solved

Functional benefit

Brands

• NYC311: NYC311 is the nation's largest 311 system, providing 24/7 access to all NYC government services and information. Consolidated over 40 existing helplines and accepts over 500 service request types.

Products and services

• NYC311 NYC311 is the nation's largest 311 system, providing 24/7 access to all New York City government services and information. It accepts over 500 service request types and connects residents to over 2,000 services and programs via phone (dial 311 or 212-NEW-YORK), text, mobile app, and online portal.
• Notify NYC New York City's official source for emergency alerts and important city service notifications. Provides real-time updates about emergencies, transit, and public safety via text, mobile app, and email to registered users.
• NYC.gov The official website of New York City government. NYC.gov serves as the central digital portal providing access to all City services, information, and resources, with content available in 12+ top languages including Arabic, Bengali, Chinese (Simplified and Traditional), English, French, Haitian Creole, Korean, Polish, Russian, Spanish, and Urdu.
• NYC311 Online Web-based digital front door to City information and services. Provides 24/7 web access to file service requests, discover services, and check status of over 3,000 services.
• NYC311 Mobile App Smartphone application for filing and tracking NYC311 service requests on the go. Available for both iOS and Android devices.
• NYC311 API Application Programming Interface that provides NYC311 content in a machine-readable format, enabling developers to build software and applications that integrate NYC311 service request data.
• NYC Secure Mobile security application that alerts users if their mobile device encounters threats. Available for iOS and Android.
• NYC Noise Mobile application that helps the NYC Department of Environmental Protection evaluate noise levels throughout New York City.
• ParkNYC Mobile parking payment application allowing users to pay for parking quickly and easily by mobile device.
• ACCESS HRA Mobile application that allows users to apply for and manage SNAP and Cash benefits.
• NYC Open Data - 311 Datasets Free library of City government data on the NYC Open Data portal. Includes service requests from 2010 to present, call center inquiries, service level agreements, and survey responses, allowing users to filter, map, and export 311 data.
• NYC311 Reporting Online reporting platform that allows users to learn how New Yorkers interact with 311 and identify trends over time, including metrics on total calls, top reasons for contact, and service requests mapped by location, type, and timeframe.

Named customers3 records

Segments3 records

Ideal customer profiles3 records

Technology focussed Yes

API detail

Has API

Yes

API docs

API detail

Core technology

AI maturity

App detail

Integration6 records

AI capability2 records

Feature4 records

Partnerships

One partnership is on record.

• NYC Emergency Management (NYCEM)coreStrategic or Co-development PartnerNotify NYC is a joint initiative between the Department of Information Technology & Telecommunications (DoITT) and NYC Emergency Management (NYCEM). DoITT provides the technology infrastructure while NYCEM manages emergency communications and alerts.

Scale indicators7 records

Recent moves6 records

Expansion highlights6 records

Broad incumbents

• U.S. Digital Service / 18F: Federal digital services organization (part of GSA) that modernizes government services across agencies — comparable in mission and product approach to DoITT, operating one organizational layer up.
• Genesys: Cloud contact-center platform used by many large government 311 and emergency-services deployments; directly relevant to the telephony and omnichannel routing layer behind NYC311.
• Accenture (Public Sector / State & Local): Large systems integrator delivering digital government, contact center modernization, and citizen experience programs for state and city governments — competes for the same transformation budgets as DoITT.
• ServiceNow (Public Sector): Enterprise workflow and citizen-services platform increasingly used by government agencies for service-request routing, IT operations, and digital front doors — comparable in product scope to NYC311 Online.
• Salesforce (Public Sector): Dominant CRM and contact-center platform for government; powers many 311 implementations and case-management systems at peer cities and states — broad incumbent to the underlying technology DoITT builds on.
• General Dynamics Information Technology (GDIT): Government IT services and digital modernization contractor serving federal, state, and local agencies — operates contact-center and mission-critical communications platforms analogous to NYC311 and Notify NYC.

Emerging players

• Code for America: Nonprofit civic-tech organization that builds and pilots digital services (benefits access, criminal justice, safety net) for state and local governments — an emerging player with overlapping citizen-services mission.

Direct peers

• Maximus: Government BPO and contact-center operator that runs citizen-services hotlines and case management for federal, state, and municipal agencies — directly comparable to the operational delivery model behind NYC311.
• Tyler Technologies: Provider of software and digital-services platforms (CRM, citizen engagement, payments, public records) to U.S. counties, cities, and states — its Civic Services suite competes directly with NYC.gov and NYC311 stacks.
• Conduent: Major government services BPO running citizen engagement, eligibility, and transportation-related contact centers for U.S. states and cities — competes in the same RFP space as DoITT's outsourced components.

Market position

Strengths4 records

Weaknesses4 records

Competitive moat5 records

Key risks6 records

Key highlights7 records

Customer concentration

• Xx.com/nyc311
• YouTubeyoutube.com/@NYCOfficeofTech
• Facebookfacebook.com/NYC311
• LinkedInlinkedin.com/company/nyc-oti
• Instagraminstagram.com/nyc311

Compliance2 records

Revenue estimate

Valuation estimate

Number of profiles

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about NYC Department of Information Technology & Telecommunications