Officials aim to fix tech problems in MyLA311, LA's service-request system

MyLA311, the system designed to help residents access city services for graffiti removal or streetlight outages, got a makeover last year, but since then some Angelenos and Los Angeles city staff have reported it has been plagued by problems.

The city has received “numerous complaints” about the updated website and app, including issues with GPS and logging work, according to officials.

MyLA311 is set up so residents can report non-emergency issues and track requests for tree inspections, homeless encampment services and illegal dumping, to name a few. There are 86 options in neighborhoods, according to Mayor Karen Bass’ office, which helped launch the new system.

Staffers within the city’s Department of Public Works have said they’ve been frustrated by the rollout, according to city officials. They say it now takes longer to add their responses to service requests, and the city can’t record completed work that doesn’t have a service request connected to it.

City Council members Imelda Padilla and Monica Rodriguez led a motion aimed at addressing the issues, saying they’ve caused concerns about the system’s overall functionality and accountability.

“Reports and individuals are telling us that because of this broken 311 app, folks are once again going back to using Excel sheets, phone calls, paper and pen in order to engage in service delivery, and I think that that's a problem,” Padilla said during Wednesday’s council meeting.

The motion instructs Public Works to make a formal report of any problems with the system, including how they may be affecting service timelines and completion rates, and asks the city’s IT agency to come up with potential solutions.

It was approved in a 12-0 vote Wednesday. Councilmembers Bob Blumenfield, Eunisses Hernandez and Adrin Nazarian were absent.

How we got here

Bass announced the launch of the new MyLA311 last year, saying the previous website and app were outdated and had lasted years past their lifecycle.

In a 2023 directive, she’d called for the system to be modernized with the goal of providing better customer service and communication about the status of residents’ requests.

“This new and improved way to request and receive city services is another example of how we are breaking away from the old way of doing things to make our neighborhoods cleaner and safer,” Bass said in a March 2025 statement.

But some people say the new system is falling short.

According to the North Hollywood Northeast Neighborhood Council, the new app has “actually made it harder for Angelenos to request services.”

The Sylmar Neighborhood Council agreed the system needs improvements, writing in a community impact statement that MyLA311 fails to serve L.A. taxpayers effectively if it’s difficult to use or inaccurate.

In public comments, some residents cited “major issues” with the system, including GPS and location accuracy, invalid addresses and missing or incomplete service categories. One commenter wrote that addresses were being routed to other areas, some of them outside the city.

“As a result, they frequently lead to confusion in the field, delays in response and, in some cases, requests going unaddressed due to the difficulty in locating the reported issue or misdirection caused by inaccurate data,” the commenter said.

What’s ahead

The City Council approved several instructions aimed at improving MyLA311, including the following:

• Public Works is expected to report back on its issues with the system.
• The city’s Information Technology Agency is expected to report on system performance, including operational issues, and provide solutions as needed.
• Public Works and IT are expected to provide quarterly reports on service request data, including backlogs, average response times and requests received and closed.