Frequently Asked Questions

MyLA311 is currently available on iPhones and Android devices only.

The 3-1-1 Call Center operating hours are 7:00 am - 7:00 pm on weekdays and on weekends and holidays from 8:00 am-4:45 pm, except closed on Thanksgiving Day and Christmas Day. Call us at 3-1-1 or (213) 473-3231 or email to 311@lacity.org

From the MyLA311 website, enter a word or phrase in the Search City Services box at the top of the screen. From the MyLA311 mobile app, select City Service Directory from the menu, and then enter a word or phrase in the Search City Services box at the top of the screen.

The technology was nearing “end of life” and, with its always growing popularity with residents, was no longer able to handle the amount of service requests being submitted in the City. The system was beginning to have intermittent slowness or service outages and was becoming difficult to maintain.  It was time for the City to invest in state of the art cloud-based technology that will help the City provide an improved service experience and better engage with it’s citizens and visitors for years to come.

Service requests submitted before March 28, 2025 will not be brought over to the new system because many of the SR types have received modifications to the fields or questions asked and so were not compatible to be migrated.

Internal City staff will continue working in the old system for some weeks after we launch the new system in order to complete the work on service requests there and then later, the publicly sharable data regarding many service request types, will be available via the City’s Open Data portal for historical reference.  Some service requests from the old system that will require  years to complete or that are waiting for funding to become available in order to complete the work will be manually recreated in the new system so they can be tracked and worked through completion in the new system.  This includes the Sidewalk Access Program and Sidewalk Rebate requests.

The data could not be migrated to the new system and the old system is at the end of life so being retired in a few months.  Registered users will be able to find the publicly sharable data from past service requests via the City’s Open Data portal for historical reference.

https://data.lacity.org/browse?q=myla311

The new MyLA311 app offers a more intuitive, user-friendly interface, allowing residents to submit and monitor requests for various city services such as pothole repair, street sweeping, graffiti removal, etc. Some key enhancements include:

• New Ways to Engage 3-1-1 
  • Residents will be able to use natural language digital assistants, live chat, social media integration, and virtual assistants (Alexa, Google, etc) to request information or submit a service request
• New Service Level Expectations 
  • New system will include Improved communications to the public by sharing when they can expect their issue to be addressed (aka service level agreements)
  • Includes detailed information related to the services provided and two way communication with the City department fulfilling the request
• Improved Mapping & Geocoding
  • GIS integration for submitting requests and for location based analysis
  • Opportunity for user to drop a pin not tied to physical address (for suburban areas and vacant lots)
• New Field Service Tools for Employees
  • All City departments will be able to update and close out requests from the field using mobile devices
    • The field service app will assist in service request assignments and building out service routes
    • Allows immediate updates to residents on the status of requests
• Improving City-Wide Customer Service
  • Customer Feedback Surveys sent at request completion
  • More self-service options
    • Virtual Agent and chat bots to help answer questions and provide answers or phone numbers to help customers get help more quickly, without waiting to speak with a live agent; this also shortens call center wait times for other callers with more complex issues.
  • Agent-assist features to help speed data processing
    • Callers recent service requests are shown as a the call is delivered, saving time
    • Relevant knowledge base articles auto-populate for the agent if the caller has indicated a topic while waiting for assistance.

We use Google Translate to provide access to our MyLA311 website, mobile app, and information articles in 243 languages. This is much more than we were able to provide in the past.

For the last few years, the City has been moving all public facing systems to the Angeleno Account. This only applies to MyLA311 users who register in the app (does not apply to Anonymous submissions). With the Angeleno Account, the public gets:

• One login for multiple City systems (no need to have separate accounts and passwords)
• Less data entry for the public (Angeleno Account shares information from your profile and shares it in the apps. No need to re-enter same info again and again)
• Better security (Angeleno Account has security measures to prevent hackers from accessing a public users account)

Users must also register if they would like to access the “LASAN billable services” available to residential or commercial customers, such as trash container repairs or replacement and recycLA services.

Also see https://angeleno.lacity.org/ for benefits of single sign-on and instructions for creating the account to access many City apps. 

Creating an Angeleno account is only required if someone wants to be a “registered” user of the new MyLA311.  The mobile app and website both allow “anonymous” submissions to request many City services including reporting graffiti, streetlights out, and potholes.  

Yes, the new system will have a different look and feel.  

Most service request types can be entered anonymously by leaving the Contact Info fields blank while creating your request. However, if we need more information and have no way to contact you, the request may be canceled (not completed). Some request types require contact information to be provided in order to comply with laws or rules in place regarding those services. Contact info fields are indicated as “required” for those request types.

Yes. When submitting a service request, if you provide your email address on the Contact Info screen, you will receive an email notification for that request when it opens and when it gets closed or canceled.

Your email address is used only for the MyLA311 application and will not be sold or shared.  See our privacy policy at http://disclaimer.lacity.org/privacy.htm

Your request will be assigned to the corresponding City Department depending on the type of service request entered.

The time to fulfill the request varies depending on the service request type, priority, and the volume of requests being handled by the assigned City Departments. The MyLA311 application currently offers over 50 service request types which are fulfilled by various City Departments including the Bureau of Street Services, Bureau of Street Lighting, LA Sanitation, Recreation and Parks, LA Animal Services or the Public Works Office of Community Beautification. Requests may be entered using MyLA311 at any time but service fulfillment only takes place during City business hours.

There is not a limit on the number of service requests entered.  However, the system may prompt you that someone else has already reported a similar issue at the same location.

Adding a photo is optional.

Only addresses within the City of Los Angeles limits will be found. If you live in a neighboring city your address will not be found. A map of the City of Los Angeles boundaries can be seen at https://planning.lacity.org/odocument/0541e9db-ddb3-4279-a1d8-a271048fcc9d

Visit the MyLA311 website at the link at https://myla311.lacity.org/ and select Create Service Request for a full listing of SR types.

Go to https://www.ladwp.com/ and click on the "New User? Register Now" link below the My Account box. You will need your Account Number and Access Code.