Resident Level of Service for DOTI Requests

To provide greater transparency and accountability, the Department of Transportation & Infrastructure (DOTI) has developed expected Level of Service (LOS) timeframes for the most common service request types.
These LOS goals are based on historical average completion times and analysis of typical case variability. All LOS goals are measured in business days and do not include weekends or City holidays.

The table below outlines DOTI’s current LOS goals for the most frequently submitted service requests.

Frequently Asked Questions about LOS

Does the LOS goal mean my case will be resolved within that timeframe?

Not necessarily. DOTI strives to meet these goals, but actual resolution times may vary based on staffing, fleet availability, weather, the volume of requests, and the complexity of each case.
LOS goals are intended to set expectations by reflecting typical performance based on historical data.

What happens if my case goes past the LOS timeframe?

Some cases take longer due to workload, specialized equipment needs, or unique conditions. Your case remains open until resolved.
If your request is significantly past the LOS, you may contact 311 for an update.

Why do some services take much longer than others (e.g., 90-day transportation design requests)?

Some case types, especially those involving engineering review, safety studies, traffic analysis, or design work, require technical assessments, data collection, and coordination with internal and external partners, which extend timelines.

Do LOS timeframes change during weather events or emergencies?

Yes. Severe weather, emergency response operations, or major city events may temporarily shift DOTI resources. During these times, certain service requests may take longer than typical LOS goals.