NYC Open Data Plan: Mayor's Management Report (MMR) Indicators

2025

Office of Technology and Innovation (OTI)

9012

SLA — Cable complaint — Billing (% of SRs meeting time to action)

The percentage of service requests received through the 311 Customer Service Center for which the agency met its planned time of action to provide the service

Mayor’s Office of Operations/Citywide Performance Reporting

This MMR indicator will require additional evaluation to determine if its underlying data is already published on Open Data, when that data can be published, or why that data cannot be published.

2025

Office of Technology and Innovation (OTI)

9017

SLA — Cable complaint — Miscellaneous (% of SRs meeting time to action)

The percentage of service requests received through the 311 Customer Service Center for which the agency met its planned time of action to provide the service

Mayor’s Office of Operations/Citywide Performance Reporting

This MMR indicator will require additional evaluation to determine if its underlying data is already published on Open Data, when that data can be published, or why that data cannot be published.

2025

Office of Technology and Innovation (OTI)

10330

Citywide IT professional services contracts in use by agencies (%)

The percentage of the value of task orders and task order amendments registered by agencies against the overall value of citywide IT professional services contracts administered by DoITT.

Vendor Management

This MMR indicator will require additional evaluation to determine if its underlying data is already published on Open Data, when that data can be published, or why that data cannot be published.

2025

Office of Technology and Innovation (OTI)

10784

NYC.gov web page views (000)

Cumulative number of requests to load a single HTML file (‘page’) on the City’s website at www.nyc.gov.

Web and New Media Operations

This MMR indicator will require additional evaluation to determine if its underlying data is already published on Open Data, when that data can be published, or why that data cannot be published.

2025

Office of Technology and Innovation (OTI)

10843

Revenue collected from LinkNYC Franchise Fees and liquidated damages ($000)

The total dollar amount, in thousands, that is the greater of: 1) the amount equal to the Minimum Annual Guarantee of $3 million; or 2) in the event that the Gross Revenues of the Franchisee total more than $100 million in any Contract Year, eight percent (8%) of Gross Revenue for such Contract Year that totals more than $100 million up to $199,999,999.99 in a contract year; or 3) in a Contract Year in which the event that the Gross Revenue of the franchise totals more than $200 million in any Contract Year, eight percent (8%) of such Gross Revenue that totals more than $100 million up to $199,999,999.99 plus an additional fifty percent (50%) of any such Gross Revenue above $200 million.

Telecommunications Planning

This MMR indicator will require additional evaluation to determine if its underlying data is already published on Open Data, when that data can be published, or why that data cannot be published.

2025

Office of Technology and Innovation (OTI)

11295

Summonses issued for LinkNYC kiosks with inoperable phone service or unacceptable appearance

The number of summons issued in a fiscal year for Link kiosks for inoperability (phone service is not functioning) or appearance, (e.g. cleanliness, graffiti, stickers, etc.).

Telecommunications Planning

This MMR indicator will require additional evaluation to determine if its underlying data is already published on Open Data, when that data can be published, or why that data cannot be published.

2025

Office of Technology and Innovation (OTI)

12326

Datasets with data dictionaries on NYC.gov/OpenData (%)

Percentage of datasets available through OpenData that have a data dictionary available to the public on the City’s website at www.nyc.gov/opendata.

Open Data

Yes

https://data.cityofnewyork.us/d/5tqd-u88y

2025

Office of Technology and Innovation (OTI)

12327

Video cable complaints citywide

Number of cable complaints received by DoITT from Altice, Charter and Verizon.

Franchise Administration & Broadband

This MMR indicator will require additional evaluation to determine if its underlying data is already published on Open Data, when that data can be published, or why that data cannot be published.

2025

Office of Technology and Innovation (OTI)

12328

Video complaints resolved citywide (%)

Percentage of cable complaints received by DoITT from Altice, Charter and Verizon that were determined to be actually resolved.

Franchise Administration & Broadband

This MMR indicator will require additional evaluation to determine if its underlying data is already published on Open Data, when that data can be published, or why that data cannot be published.

2025

Office of Technology and Innovation (OTI)

12333

Critical public safety outages

Number of outages that impacted the operations of a life safety system.

Public Safety

This MMR indicator will require additional evaluation to determine if its underlying data is already published on Open Data, when that data can be published, or why that data cannot be published.

2025

Office of Technology and Innovation (OTI)

12334

Total outage time for critical public safety infrastructure (minutes)

Total time the operations of life safety systems were impacted by outages.

Public Safety

This MMR indicator will require additional evaluation to determine if its underlying data is already published on Open Data, when that data can be published, or why that data cannot be published.

2025

Office of Technology and Innovation (OTI)

12344

Cumulative number of LinkNYC subscribers

Cumulative number of LinkNYC subscribers.

Telecommunications Planning

This MMR indicator will require additional evaluation to determine if its underlying data is already published on Open Data, when that data can be published, or why that data cannot be published.

2025

Office of Technology and Innovation (OTI)

12362

Incidents by severity level — Critical

Number of reported incidents by severity level - critical

Customer Service, Public Safety

This MMR indicator will require additional evaluation to determine if its underlying data is already published on Open Data, when that data can be published, or why that data cannot be published.

2025

Office of Technology and Innovation (OTI)

12363

Incidents by severity level — High

Number of reported incidents by severity level - High

Customer Service, Public Safety

This MMR indicator will require additional evaluation to determine if its underlying data is already published on Open Data, when that data can be published, or why that data cannot be published.

2025

Office of Technology and Innovation (OTI)

12364

Incidents by severity level — Medium and Low

Number of reported incidents by severity level - Medium and Low

Customer Service, Public Safety

This MMR indicator will require additional evaluation to determine if its underlying data is already published on Open Data, when that data can be published, or why that data cannot be published.

2025

Office of Technology and Innovation (OTI)

12366

Average incident resolution time by SLA level (hours) — Critical

Average time from the initial reporting of an incident to the incident resolution time broken out by SLA - Critical

Customer Service, Public Safety

This MMR indicator will require additional evaluation to determine if its underlying data is already published on Open Data, when that data can be published, or why that data cannot be published.

2025

Office of Technology and Innovation (OTI)

12367

Average incident resolution time by SLA level (hours) — High

Average time from the initial reporting of an incident to the incident resolution time broken out by SLA - High

Customer Service, Public Safety

This MMR indicator will require additional evaluation to determine if its underlying data is already published on Open Data, when that data can be published, or why that data cannot be published.

2025

Office of Technology and Innovation (OTI)

12368

Average incident resolution time by SLA level (hours) — Medium

Average time from the initial reporting of an incident to the incident resolution time broken out by SLA - Medium.

Customer Service, Public Safety

This MMR indicator will require additional evaluation to determine if its underlying data is already published on Open Data, when that data can be published, or why that data cannot be published.

2025

Office of Technology and Innovation (OTI)

12369

Average incident resolution time by SLA level (hours) — Low

Average time from the initial reporting of an incident to the incident resolution time broken out by SLA - Low

Customer Service, Public Safety

This MMR indicator will require additional evaluation to determine if its underlying data is already published on Open Data, when that data can be published, or why that data cannot be published.

2025

Office of Technology and Innovation (OTI)

13640

Services OTI provides

Number of services OTI provides to internal and external Agency customers as of the close of the reporting period.

Customer Service

This MMR indicator will require additional evaluation to determine if its underlying data is already published on Open Data, when that data can be published, or why that data cannot be published.

2025

Office of Technology and Innovation (OTI)

13642

New service catalog submissions to support outside agencies

Number of approved requests for infrastructure provision, application development or other IT services

Customer Service

This MMR indicator will require additional evaluation to determine if its underlying data is already published on Open Data, when that data can be published, or why that data cannot be published.

2025

Office of Technology and Innovation (OTI)

13668

NYC.gov/OpenData Dataset Downloads

The number of times that any dataset on NYC.gov/OpenData has been downloaded.

Open Data

Yes

https://data.cityofnewyork.us/d/5tqd-u88y

2025

Office of Technology and Innovation (OTI)

13670

NYC.gov/OpenData Dataset Views (Website)

The total number of views of any dataset's primer page (with basic information and dataset metadata) or online data preview page on NYC.gov/OpenData.

OpenData

Yes

https://data.cityofnewyork.us/d/9bxw-xyf7

2025

Office of Technology and Innovation (OTI)

13671

NYC.gov/OpenData Dataset Views (API) (000)

The total number of times that any dataset on NYC.gov/OpenData has been automatically accessed through an Application Programming Interface (API).

OpenData

Yes

https://data.cityofnewyork.us/d/9bxw-xyf7

2025

Office of Technology and Innovation (OTI)

13717

Rows of data available for download on NYC.gov/OpenData (000)

Reflects the number of rows of raw and mapped data from City agencies available to the public on the City’s website at www.nyc.gov/opendata.

Open Data

Yes

https://data.cityofnewyork.us/d/9bxw-xyf7

2025

Office of Technology and Innovation (OTI)

13855

Delivery time of services for external agencies (days)

Average time of delivery for external agency submissions through the OTI catalog.

Customer Service

This MMR indicator will require additional evaluation to determine if its underlying data is already published on Open Data, when that data can be published, or why that data cannot be published.

2025

Office of Technology and Innovation (OTI)

13856

Catalog items

Number of standard OTI catalog request.

Customer Service

This MMR indicator will require additional evaluation to determine if its underlying data is already published on Open Data, when that data can be published, or why that data cannot be published.

2025

Office of Technology and Innovation (OTI)

13857

Customer satisfaction rate (%)

Percentage of Customers Satisfied utilizing OTI Services.

Customer Service

This MMR indicator will require additional evaluation to determine if its underlying data is already published on Open Data, when that data can be published, or why that data cannot be published.

2025

Office of Technology and Innovation (OTI)

13858

Customer survey completion rate

Percentage of customers completing OTI services survey.

Customer Service

This MMR indicator will require additional evaluation to determine if its underlying data is already published on Open Data, when that data can be published, or why that data cannot be published.

2025

Office of Technology and Innovation (OTI)

13859

Eligible households adopting Big Apple Connect services (%)

Percentage of Eligible households adopting Big Apple Connect Services

Franchise Administration & Broadband

This MMR indicator will require additional evaluation to determine if its underlying data is already published on Open Data, when that data can be published, or why that data cannot be published.

2025

Office of Technology and Innovation (OTI)

15079

Households eligible for the Big Apple Connect program

Total NYCHA households that are eligible to participate in the Big Apple Connect Program (“BAC”) - providing free internet and basic cable.

Franchise Administration & Broadband

This MMR indicator will require additional evaluation to determine if its underlying data is already published on Open Data, when that data can be published, or why that data cannot be published.

2025

Office of Technology and Innovation (OTI)

15080

Child care applications submitted using MyCity

The number of MyCity - Child Care applications submitted by the public to either ACS or DOE including re-certifications.

Applications

This MMR indicator will require additional evaluation to determine if its underlying data is already published on Open Data, when that data can be published, or why that data cannot be published.

2025

Office of Technology and Innovation (OTI)

15259

Major incidents that directly impact services that OTI provides

Number of major incidents for OTI services. A major incident reflects a loss of IT service (outage) without any reasonable contingencies.

Customer Service

This MMR indicator will require additional evaluation to determine if its underlying data is already published on Open Data, when that data can be published, or why that data cannot be published.

2025

Office of Technology and Innovation (OTI) - 311

265

311 calls (000)

The number of calls received by the Customer Service Center by dialing 3-1-1 directly by dialing 212-NEWYORK, the number available to callers outside the five boroughs of the City or by dialing agency call centers or hotlines that were consolidated into 311 operations.

311 Customer Service Center

Yes

https://data.cityofnewyork.us/City-Government/311-Call-Center-Inquiry/wewp-mm3p/about_data

2025

Office of Technology and Innovation (OTI) - 311

268

Average wait time (tier 1 calls) (minutes:seconds)

The average wait time in minutes and seconds before a call is answered by a live call center representative in the Tier 1 queue - the initial assessment of basic customer needs. Time measurement begins after initial prerecorded messages.

311

This MMR indicator will require additional evaluation to determine if its underlying data is already published on Open Data, when that data can be published, or why that data cannot be published.

2025

Office of Technology and Innovation (OTI) - 311

271

Calls answered within 30 seconds (%)

The percentage of calls answered by a call center representative in 30 seconds or less. Time begins after initial prerecorded messages.

311 Customer Service Center

This MMR indicator will require additional evaluation to determine if its underlying data is already published on Open Data, when that data can be published, or why that data cannot be published.

2025

Office of Technology and Innovation (OTI) - 311

8872

311 Online site visits (000)

The number of visits, including requests for information or services, in thousands, made to 311 Online via the City's website (www.nyc.gov/311).

311 Customer Service Center

This MMR indicator will require additional evaluation to determine if its underlying data is already published on Open Data, when that data can be published, or why that data cannot be published.

2025

Office of Technology and Innovation (OTI) - 311

9215

E-mails responded to within 14 days (%)

The percentage of emails answered in 14 calendar days or less. Responses are substantive and adequately address the question/issue raised by the customer. However, for complex inquiries that require research and additional action on the part of the agency, an acknowledgement which includes a description of the next step, as well as an estimated time frame for completion, is considered acceptable and is also reported as part of the 14 day response. Agencies track the additional time until a customer has a complete and full response.

311 Customer Service Center

This MMR indicator will require additional evaluation to determine if its underlying data is already published on Open Data, when that data can be published, or why that data cannot be published.

2025

Office of Technology and Innovation (OTI) - 311

10839

311 mobile app contacts (000)

Number of contacts, in thousands, for information or service made to 311 through the mobile application.

311 Customer Service Center

This MMR indicator will require additional evaluation to determine if its underlying data is already published on Open Data, when that data can be published, or why that data cannot be published.

2025

Office of Technology and Innovation (OTI) - 311

10840

311-NYC (text) contacts (000)

Number of text contacts, in thousands, for information or service made to 311 via 311-NYC (311-692). Each conversation with a text caller only counts as one contact, even if multiple messages are exchanged.

311 Customer Service Center

This MMR indicator will require additional evaluation to determine if its underlying data is already published on Open Data, when that data can be published, or why that data cannot be published.

2025

Office of Technology and Innovation (OTI) - 311

12370

311 Spanish language calls (000)

The number of calls received by the Customer Service Center that selected the Spanish language prompt in the Interactive Voice Response menu.

311 Customer Service Center

Yes

https://data.cityofnewyork.us/City-Government/311-Interpreter-Wait-Time/dzvt-6g3v/about_data

2025

Office of Technology and Innovation (OTI) - 311

12371

311 calls in languages other than English or Spanish (000)

The number of calls received by the Customer Service Center that were handled by representatives using a translation service. Typically, these are calls in languages other than English or Spanish.

311 Customer Service Center

Yes

https://data.cityofnewyork.us/City-Government/311-Interpreter-Wait-Time/dzvt-6g3v/about_data

2025

Office of Technology and Innovation (OTI) - 311

12372

Completed service requests (000)

Number of service requests to 311 that were completed in that fiscal year.

311 Customer Service Center

Yes

https://data.cityofnewyork.us/Social-Services/311-Service-Requests-from-2010-to-Present/erm2-nwe9/about_data

2025

Office of Technology and Innovation (OTI) - 311

12373

Inquiries from customers (000)

A count of customer inquiries made by the public to 311 in that fiscal year (equal to the number of Knowledge articles accessed.)

311 Customer Service Center

This MMR indicator will require additional evaluation to determine if its underlying data is already published on Open Data, when that data can be published, or why that data cannot be published.

2025

Office of Technology and Innovation (OTI) - 311

15077

Customer satisfaction index (311 only)

An index of the customers surveyed who were satisfied with the service they received from 311. The survey is conducted, and the index is calculated by CFI Group, Inc. for 311 using their patented American Customer Satisfaction Index (ACSI) methodology. The overall result reported here is a comparison and weighted metric that triangulates the customer’s view on ideal customer experience; desired customer experience; and actual customer experience.

311 Customer Service Center

This MMR indicator will require additional evaluation to determine if its underlying data is already published on Open Data, when that data can be published, or why that data cannot be published.

2025

Taxi and Limousine Commission (TLC)

3088

Average wait time at Long Island City licensing facility (hours:minutes)

The average number of hours/minutes a licensee/applicant waited at the licensing LIC facility from time the licensee/applicant receives a Q-Matic ticket to the start of service by a TLC customer representative.

TLC Licensing Division

This MMR indicator will require additional evaluation to determine if its underlying data is already published on Open Data, when that data can be published, or why that data cannot be published.

2025

Taxi and Limousine Commission (TLC)

3105

Average time to conduct a safety and emissions inspection of a Medallion Taxi (hours:minutes)

The average time it takes to conduct a safety and emissions inspection of a Medallion Taxi; includes the time spent waiting for the inspection and the time spent on the inspection.

Safety and Emissions

This MMR indicator will require additional evaluation to determine if its underlying data is already published on Open Data, when that data can be published, or why that data cannot be published.

2025

Taxi and Limousine Commission (TLC)

3107

Medallion Taxi safety and emissions inspections completed on schedule (%)

The percent of Medallion Taxis that completed a safety and emissions inspection on the scheduled appointment date.

Safety and Emissions

This MMR indicator will require additional evaluation to determine if its underlying data is already published on Open Data, when that data can be published, or why that data cannot be published.

2025

Taxi and Limousine Commission (TLC)

3111

Medallion Taxi safety and emissions inspections conducted – Total

The total number of completed initial and re-test inspections for Medallion Taxis. As per a TLC rule, all Medallion Taxis must be inspected three times per year at TLC’s Woodside inspections facility. Inspections consist of New York State Department of Motor Vehicles (DMV) required safety and emissions testing and TLC required safety and visual testing.

TLC Safety and Emissions Division

This MMR indicator will require additional evaluation to determine if its underlying data is already published on Open Data, when that data can be published, or why that data cannot be published.

2025

Taxi and Limousine Commission (TLC)

3112

Medallion Taxi safety and emissions inspections conducted – Passed

The number of completed initial and re-test safety and emissions inspections performed for Medallion Taxis in which the vehicle passed. As per a TLC rule, all Medallion Taxis must be inspected three times per year at TLC’s Woodside inspections facility. Inspections consist of New York State Department of Motor Vehicles (DMV) required safety and emissions testing and TLC required safety and visual testing.

TLC Safety and Emissions Division

This MMR indicator will require additional evaluation to determine if its underlying data is already published on Open Data, when that data can be published, or why that data cannot be published.