Wilmington 311 is a customer service portal that offers residents of Wilmington, Delaware the ability to request a service, report a problem or direct a question to city government officials.

Mission:

To increase citizen access in the digital age and provide a higher standard of accountability for City government while serving customers, resolving concerns, and providing information to the public. Wilmington 311 is dedicated to the highest possible standards of customer service and satisfaction.

Goals:

1. Have Wilmington 311 be the primary way in which citizens access government services.
2. Improve the quality of life at the neighborhood level by responding to citizen complaints, questions, and requests in a timely and efficient manner.
3. Increase and/or improve traditional City Services by connecting citizens with the services they seek and by identifying those areas that need improvement.

Objectives:

1. Serving Customers
2. Resolving Concerns
3. Providing Information

Since June 2020, we have created a total of about 294,000 cases in response to requests and inquiries received from our constituents. We open an average of about 5,300 cases per month. See details for the last 12 months below.

Which Departments Receive the Most Cases?

Which Service Types Receive the Most Requests & Inquiries?

Service types refer to the general function of government performed by each department, such as regulating parking, collecting taxes or addressing property complaints.

How Long Are Cases Typically Open?

The below chart shows the average number of days cases were open a given month by Service. Please note that the Business Development Service was consolidated into Construction & Business Development in December 2021.