Notes / 311 / On-time performance

How does the city perform against its deadlines?

Last revised: July 2026.

We appreciate RVA311’s guidance on how to present this data. Departments below are ordered by volume — how many 311 requests they receive, and how quickly they close them — most to least.

Departments at a glance

DPWDOFDSSDPUPDRDPROADS

Each bubble is one request type · size = requests closed in the window.

Some high averages reflect old backlog tickets closed within the window, not typical turnaround for a new request — see the backlog note.

How timeliness is judged

Each 311 request gets its own due date, set by the City when it’s filed. Looking back over the last 90 days, every request that closed in that window is judged on time if it closed on or before its due date, or late if it closed after.

fileddue datetoday

closed on time closed late

Each bar below is one request type, e.g.:

Pothole Repair72% on time · 340 closed

DPW

83% on time · 8,135 closed

See DPW trends →See DPW by geography →

Request Residential Trash Can100% on time · 1,660 closed

Parking Citation Concerns99% on time · 1,544 closed

Assess Existing Tree or Stump78% on time · 824 closed

Pothole on Road45% on time · 624 closed

Maintain Grass or Vegetation in Public Right of Way70% on time · 467 closed

Traffic and Street Signs97% on time · 338 closed

Repair Alley67% on time · 326 closed

Report Litter on Public Property89% on time · 324 closed

Repair Road92% on time · 305 closed

Repair Sidewalk or Ramp52% on time · 276 closed

Report Graffiti66% on time · 256 closed

Repair Curbs and Gutters17% on time · 245 closed

Report Neighborhood Roadway Safety Concern89% on time · 205 closed

Report Illegal Dumping90% on time · 188 closed

Repair Electronic Traffic Signal77% on time · 146 closed

Request New Tree Planting93% on time · 90 closed

Request Residential Parking Permit100% on time · 79 closed

Report Public Right of Way Concern61% on time · 77 closed

Request Paid Bulk or Appliance Pick Up71% on time · 58 closed

Request Business Trash Can or Service Change100% on time · 54 closed

Handicap Parking Sign86% on time · 28 closed

Report Issue in Richmond City Park95% on time · 21 closed

DSS

41% on time · 5,557 closed

See DSS trends →Geography not available for DSS

Request Caseworker Support with Social Services41% on time · 5,557 closed

DOF

60% on time · 4,057 closed

See DOF trends →Geography not available for DOF

Real Estate Taxes38% on time · 2,058 closed

Business Professional and Occupational Licenses88% on time · 851 closed

Real Estate Tax Relief for Older Adults or Persons with Disabilities58% on time · 388 closed

RVAPay Account Registration Support94% on time · 320 closed

Delinquent Collections94% on time · 198 closed

Business Personal Property and Manufacturing & Tools76% on time · 194 closed

Admissions Transient Occupancy and Meals94% on time · 48 closed

PDR

97% on time · 2,020 closed

See PDR trends →Geography not available for PDR

PDR requests are closed in RVA311 when they're transferred to PDR's separate Code Enforcement system, often within a day. These figures reflect that hand-off, not whether the underlying issue was resolved — so near-100% compliance here is expected and isn't comparable to the other departments.

Report Private Property Maintenance Issues99% on time · 1,493 closed

Report Unlawful Accumulation of debris/items99% on time · 159 closed

Report Zoning, Building Occupancy or Use100% on time · 114 closed

Report Building/Structural Condition99% on time · 77 closed

Report Abandoned Vehicles on Private Property97% on time · 64 closed

Report Private Property Construction without a Permit42% on time · 57 closed

Report Infestation on Private Property100% on time · 56 closed

DPU

66% on time · 839 closed

See DPU trends →See DPU by geography →

DPU (Public Utilities) has limited coverage in 311 — it manages and monitors most billing-related customer requests through its own separate system, outside 311.

Repair Existing Streetlight89% on time · 371 closed

Assess Standing Water70% on time · 162 closed

Clean Stormwater Drain20% on time · 128 closed

Report Sinkhole2% on time · 63 closed

Repair Stormwater Drain50% on time · 48 closed

Report Sewer Manhole Problem100% on time · 23 closed

Report Broken Sewer Cleanout91% on time · 22 closed

Report Odor from Sewer73% on time · 22 closed

DPR

96% on time · 75 closed

See DPR trends →Geography not available for DPR

DPR (Parks) handles relatively few 311 requests, and requests are sometimes reassigned across departments. Rates here rest on smaller denominators than the larger departments and can move more from one period to the next.

Report Issue in Richmond City Park95% on time · 55 closed

Report Issue on Richmond Park Trail100% on time · 20 closed

OADS

34% on time · 29 closed

See OADS trends →Geography not available for OADS

OADS (Aging & Disability) handles relatively few 311 requests, and requests are sometimes reassigned across departments. Rates here rest on smaller denominators than the larger departments and can move more from one period to the next.

Request Aging and Disability Care and Support34% on time · 29 closed

Request types with fewer than 20 closed requests in the last 90days aren’t shown above — too few to give a reliable rate.

Methodology

We again thank the City of Richmond’s RVA311 team for their input into this methodology.

Metric.Of requests that closed in the last 90days, the share that closed within the city’s SLA: requests closed on or before their due_date, divided by all closed requests with a recorded due_date.
SLA source.The city’s own due_datefield, captured from the PBI dashboard feed. The deadline is frozen on each request when it’s filed — per RVA311, changing an SLA does not rewrite the due date on existing requests, so each request is judged against the SLA in effect when it was filed.
Type level, not subtype.We aggregate to the request type (the city’s broader category) rather than the finer subtype, because RVA311 measures SLA performance by type.
Closed-cohort, not open.We count requests by when they closed, not when they opened.
Min-N gate.Types with fewer than 20 closed requests in the window are omitted; the percentage would bounce on too small a denominator.
Aggregates only.Per the public exposure contract, we don’t label individual records as past SLA; those fields are withheld at the per-record level.