紐約市一個宣傳紐約市311熱線的LinkNYC（英语：）服務台
**311熱線**是美國和加拿大許多社區的一個電話號碼，並可提供非緊急市政服務。電話號碼格式遵遁北美地區電話號碼計劃當中的N11號碼，即一系列指定的短號並有特定用途的電話號碼之一。

311熱線為本地人聯絡各市政服務提供一個中央平台。該平台的其中一個目標是將非緊急的社區問題分流至311熱線，以免妨礙緊急電話911的效率。阿克倫的311熱線宣傳網站將其分別形容為「大廈燃燒？打911。問題燃燒？打311。」。

許多城市同時通過網上渠道接受311。這亦包括諸如開放311（英语：）應用程序接口。

歷史
--

311熱線作為資訊用途的使用始於美國馬里蘭州巴爾的摩，該市311熱線服務於1996年10月2日啟用。311熱線的目標是將來電連接至類似於911的呼叫中心，但311熱線作為次級優先，只在沒有911電話等候時才使用，以便將911熱線快速處理真正有緊急需要的來電。

311熱線在北美的最大營運者是紐約市，該市服務於2003年3月啟用。

加拿大廣播電視及通訊委員會於2004年11月5日將311熱線預留作為全加拿大的非緊急市政服務用途。加拿大的首個311熱線於2005年5月18日在艾伯塔省卡爾加里啟用。

歷史上，311熱線被部分電話公司用作測試用途。在艾伯塔省，311熱線直至2005年4月1日仍作為自動宣佈電話迴路（英语：），當日起相關熱線改為958-6111。

自從2020年起，每逢3月11日美國就舉行國家311日，以普及311熱線。

營運
--

311熱線一般在地方實施，在部分城市也可作為多個市政熱線用途。

311熱線可接受的來電內容包括但不限於：

* 道路有棄置車輛
* 違規和違反住屋
* 移除已死動物
* 道路危險物品（英语：）
* 移除塗鴉
* 非法生火
* 故障的街燈、泊車咪錶、交通燈
* 噪音投訴
* 泊車執法
* 公園及康樂設施相關問題
* 街道凹凸不平、孔洞及公共設施破損
* 公共安全問題
* 鼠患問題
* 報告車輛遭盜

### 開放311

2010年3月3日，美國聯邦資訊總監（英语：）維偉卡·孔德勞公佈了設立統一的「開放311」應用程序接口。

開放311亦有在國際使用，比如英國的FixMyStreet（英语：）。

### 手機連接

311服務亦可供手機服務提供者使用，在美國超過三分之一的311熱線來電源自手機而非固網電話，而手機服務提供者也陸續增加相關服務。

提供地點
----

### 美國

311熱線可在若干較大型美國城市使用，包括：

* 阿克倫 (俄亥俄州)
* 奧爾巴尼 (喬治亞州)
* 阿布奎基 (新墨西哥州)
* 安那翰
* 安多弗 (馬薩諸塞州)
* 亞特蘭大
* 奧斯汀
* 巴爾的摩
* 巴吞魯日
* 博蒙特 (德克薩斯州)
* 伯克利 (加利福尼亞州)
* 伯明翰 (阿拉巴馬州)
* 波士頓
* 水牛城
* 卡瑞
* 夏洛特 (北卡羅來納州)
* 查塔努加 (田納西州)
* 芝加哥
* 辛辛那提
* 克利夫蘭（軟推出，只限一部分政府部門）
* 哥倫布 (佐治亞州)
* 哥倫布 (俄亥俄州)
* 達拉斯
* 丹伯里
* 丹佛
* 底特律
* 艾爾帕索 (德克薩斯州)
* 埃爾金 (伊利諾州)
* 埃文斯頓 (伊利諾伊州)
* 韋恩堡
* 弗雷斯諾
* 格林斯伯勒 (北卡羅來納州)
* 格爾夫波特 (密西西比州)
* 哈特福
* 漢普頓 (維吉尼亞州)
* 黑弗里爾 (馬薩諸塞州)
* 休斯頓
* 亨廷頓 (西弗吉尼亞州)
* 傑克遜維爾 (佛羅里達州)
* 堪薩斯城 (密蘇里州)
* 諾克斯維爾
* 拉克羅斯
* 拉斯維加斯
* 拉雷多 (德克薩斯州)
* 列克星敦 (肯塔基州)
* 小岩城 (阿肯色州)
* 路易維爾 (肯塔基州)
* 洛杉磯
* 孟菲斯 (田納西州)
* 邁阿密
* 密爾沃基
* 明尼阿波利斯
* 莫比爾 (阿拉巴馬州)
* 蒙哥馬利 (阿拉巴馬州)
* 納什維爾
* 新奧爾良
* 奧克蘭 (加利福尼亞州)
* 牛津 (阿拉巴馬州)
* 紐波特紐斯
* 紐約市
* 牛頓 (馬薩諸塞州)
* 奧蘭多 (佛羅里達州)
* 彭薩科拉 (佛羅里達州)
* 匹茲堡
* 費城
* 波特蘭 (俄勒岡州)
* 普羅維登斯
* 普若佛
* 雷德蒙德 (華盛頓州)
* 里士滿 (弗吉尼亞州)
* 里弗賽德 (加利福尼亞州)
* 羅徹斯特 (紐約州)
* 薩克拉門托
* 聖安東尼奧
* 舊金山
* 聖荷西 (加hdlnSan Jose, California
* Somerville, Massachusetts
* South Bend, Indiana
* Spokane, Washington
* Springfield, Massachusetts
* Tampa, Florida
* Tempe, Arizona
* Terre Haute, Indiana
* Troy, Alabama
* Tulsa, Oklahoma
* Tuscaloosa, Alabama
* Virginia Beach, Virginia
* 華盛頓特區
* Waterbury, Connecticut
* Winston-Salem, North Carolina
* Yonkers, New York

3-1-1 is also available in an increasing number of US counties and smaller towns, for example:

* Baldwin County, Alabama
* Brookhaven, New York
* Broward County, Florida
* Columbia County, Georgia
* Mecklenburg County, North Carolina (via City of

Charlotte)

* Montgomery County, Maryland
* North Hempstead, New York
* Orange County, California[來源請求]
* Orange County, Florida
* Pinal County, Arizona
* Westchester County, New York

### Canada

The service is available in the following communities (with starting date):

* Durham Region, Ontario (1 December 2022)
* Calgary, Alberta (18 May 2005)
* Cranbrook, British Columbia (5 July 2017)
* Lethbridge, Alberta (11 March 2019)
* Edmonton, Alberta (16 December 2008)
* Fort St. John, British Columbia (14 November 2006)
* Gatineau, Quebec (22 June 2005)
* Grande Prairie, Alberta (1 March 2021)
* Greater Sudbury, Ontario (12 February 2007)
* Halifax, Nova Scotia (15 November 2012)
* Halton Region, Ontario (18 March 2008)
* Lévis, Quebec (17 March 2021)

* Laval, Quebec (3 October 2007)
* Longueuil, Quebec (10 mars 2013)
* Montreal, Quebec (mid-December 2007)
* Ottawa, Ontario (19 September 2005)
* Prince George, British Columbia (18 January 2019)
* Quebec City, Quebec (2010)
* Peel Region, Ontario (5 October 2009)
* St. John's, Newfoundland and Labrador (27 June 2006)
* Toronto, Ontario (24 September 2009)
* Trois-Rivières, Quebec (7 May 2018)
* Vancouver, British Columbia (15 June 2009)
* Waterloo Region, Ontario (December 2012)
* Windsor, Ontario (22 August 2005)
* Winnipeg, Manitoba (16 January 2009)

### Latin America

Places such as Panama, Puerto Rico and Costa Rica have implemented nationwide 311 centers.

In the Republic of Panama, the Centro de Atencion Ciudadana (3-1-1) is legally responsible for the centralized reception of citizen complaints, requests, suggestions and consultations to government agencies or municipalities. It operates 24 hours a day, seven days a week and 365 days a year, receiving over a million citizen contacts on an annual basis through its toll-free line, self-service portal, mobile application and social media accounts.

Equivalents in other countries
------------------------------

条目：Single Non-Emergency Number
### Finland

On a yearly basis, the dispatchers in Finland's 112 service receive some 800,000 non-urgent calls. In order to curb this problem, which ties up precious resources, a committee proposes that Finland launch a new telephone number—116 115—for such calls. Calls to this number would also be free of charge.

### Germany

In Germany, 115 is a single access number to communal, regional and federal administrations.

### Sweden

Sweden has introduced a system with which less-urgent callers can call 114 14 to get connected to the local police station. Depending on current load and situation, however, the call could potentially be connected to any station in Sweden. Calls to this number are charged according to the same rates as any other national calls.

### United Kingdom

In all parts of the United Kingdom, the non-emergency number for contacting the police is 101.

Usage
-----

The cost of city services in Baltimore has been dramatically reduced by the combination of the 3-1-1 service and CitiStat.[來源請求]

While Baltimore was the first city to use 311 as a police non-emergency number, in January 1999, Chicago initiated the first comprehensive 3-1-1 system, by providing information and tracking city services from intake to resolution, in addition to taking non-emergency police calls. When the new service was launched, information regarding all city services, service requests, assistance in reaching various city departments and public offices, and a variety of information ranging from information about the city's Blue Bag recycling program to special events schedules could be obtained by calling 3-1-1. This also supplanted the need to remember or find the number (312) 744–5000, which, until then, acted as a switching station for reaching various city departments and employees, as well as Chicago Police non-emergency (dialing this number today directs you to a 3-1-1 center operator from any area code). Since its launch, Chicago 3-1-1 has won numerous national awards, including the Innovations in American Government Award from the Ash Institute for Democratic Governance and Innovation at Harvard University's John F. Kennedy School of Government in 2003. In addition to providing seamless delivery of city services to residents, the call center serves as a backup to the city's 911 call center.

In Orange County, Florida, in 2004, while the 3-1-1 system was still being piloted, three hurricanes struck Central Florida. The unusual occurrence damaged homes and businesses throughout the Orlando area. The pilot program used a seven-digit number (initially 836–3111) and it was this number that received the demands for post-hurricane services. This experience tested and proved the value of the program and Orange County immediately activated the 3-1-1 number for governmental customer service.

In New York City, 3-1-1 is used by city officials as one of several sources of measurement and information about the performance of city services. Important dates in the history of New York's 3-1-1 service include December 20, 2005, when it received its record high of 240,000 calls, due to the first day of the 2005 New York City transit strike, and June 20, 2007, when it received its 50 millionth call.

In San Francisco, 3-1-1 is the number for the City and County of San Francisco. As in New York City, it provides information about city services, such as transit information. San Francisco 3-1-1 was implemented in 2007 shortly after the launch of the T Third Street Muni light rail line. However, it has come under substantial criticism of late because the 3-1-1 system charges the financially strapped Muni system $1.96 for every Muni-related phone call. Some have criticized Mayor Gavin Newsom for stealing Muni funds into the 3-1-1 system.

In the city of Charlotte and Mecklenburg County, North Carolina, 3-1-1 is also used to find lost pets, get answers to questions about taxes, complain about needed roadway maintenance, get information about flood conditions, make non-emergency police reports, and other government services.

The City of Philadelphia implemented its 3-1-1 service in 2008. The Philly311 Contact Center provides information to citizens and places service requests for departments across the city. These requests include but are not limited to: missed rubbish collection, graffiti removal, License & Inspection inquiries, and pothole repairs. Philly311 receives over one million calls each year despite not being in service on a 24/7 basis, as is the case in other cities.