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
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.
Each bar below is one request type, e.g.:
DPW
83% on time · 7,032 closedSee DPW trends →See DPW by geography →
DOF
54% on time · 5,784 closedSee DOF trends →Geography not available for DOF
DSS
54% on time · 5,292 closedSee DSS trends →Geography not available for DSS
PDR
99% on time · 1,741 closedSee 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.
DPU
50% on time · 841 closedSee 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.
DPR
99% on time · 79 closedSee 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.
OADS
41% on time · 76 closedSee 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 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 recordeddue_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.
See also: RVA311 methodology.
These citywide numbers are made of individual requests in specific neighborhoods.
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