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

DPWDOFDSSDPUPDRDPR

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

80% on time · 6,908 closed

See DPW trends →See DPW by geography →

Request Residential Trash Can100% on time · 1,493 closed

Parking Citation Concerns97% on time · 903 closed

Maintain Grass or Vegetation in Public Right of Way45% on time · 595 closed

Assess Existing Tree or Stump77% on time · 579 closed

Repair Road92% on time · 357 closed

Pothole on Road84% on time · 330 closed

Report Neighborhood Roadway Safety Concern67% on time · 324 closed

Report Litter on Public Property74% on time · 314 closed

Repair Alley54% on time · 308 closed

Traffic and Street Signs95% on time · 295 closed

Repair Sidewalk or Ramp53% on time · 276 closed

Repair Curbs and Gutters23% on time · 201 closed

Report Illegal Dumping84% on time · 197 closed

Report Graffiti80% on time · 169 closed

Repair Electronic Traffic Signal83% on time · 121 closed

Request New Tree Planting88% on time · 91 closed

Report Public Right of Way Concern67% on time · 76 closed

Request Business Trash Can or Service Change100% on time · 67 closed

Pavement Markings44% on time · 48 closed

Handicap Parking Sign71% on time · 45 closed

Repair or Remove Traffic and Street Signs100% on time · 34 closed

Request Paid Bulk or Appliance Pick Up93% on time · 30 closed

Report Issue in Richmond City Park82% on time · 28 closed

Request Residential Parking Permit96% on time · 27 closed

DSS

26% on time · 6,038 closed

See DSS trends →Geography not available for DSS

Request Caseworker Support with Social Services26% on time · 6,038 closed

DOF

65% on time · 3,294 closed

See DOF trends →Geography not available for DOF

Real Estate Taxes43% on time · 1,498 closed

Business Professional and Occupational Licenses90% on time · 687 closed

RVAPay Account Registration Support94% on time · 336 closed

Real Estate Tax Relief for Older Adults or Persons with Disabilities58% on time · 330 closed

Delinquent Collections90% on time · 221 closed

Business Personal Property and Manufacturing & Tools87% on time · 166 closed

Admissions Transient Occupancy and Meals84% on time · 56 closed

PDR

97% on time · 1,547 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 Issues98% on time · 1,102 closed

Report Unlawful Accumulation of debris/items99% on time · 148 closed

Report Zoning, Building Occupancy or Use100% on time · 87 closed

Report Infestation on Private Property100% on time · 60 closed

Report Building/Structural Condition98% on time · 59 closed

Report Abandoned Vehicles on Private Property96% on time · 56 closed

Report Private Property Construction without a Permit49% on time · 35 closed

DPU

71% on time · 1,094 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 Streetlight98% on time · 401 closed

Assess Standing Water75% on time · 292 closed

Clean Stormwater Drain18% on time · 182 closed

Repair Stormwater Drain51% on time · 74 closed

Report Sinkhole0% on time · 42 closed

Report Odor from Sewer83% on time · 30 closed

Report Broken Sewer Cleanout77% on time · 26 closed

Report Sewer Manhole Problem100% on time · 25 closed

Report Clearing or Erosion Issues on Construction Site100% on time · 22 closed

DPR

91% 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 Park89% on time · 53 closed

Report Issue on Richmond Park Trail95% on time · 22 closed

Request types with fewer than 20 closed requests in the last 90 days 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 90 days, 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_date field, 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.