Reporting Bike/Ped Issues With 311

Change is in your hands

Jane Jacobs is famous for noting that people are the “eyes on the street,” the thing that helps create neighborhood bonds and community solidarity. This concept also holds true for making sure things get fixed. We can’t depend solely on the government, or BikePGH for that matter, to know about every problem.

It’s very important that citizens proactively report issues. Not only does it help inform decision makers on where to focus on larger issues, reporting a pothole, for instance can literally make sure that our fellow bicyclists don’t end up in the hospital.

Within Pittsburgh City Limits, the 311 service is the best way to report an issue. No matter what the issue is, report it to 311. Pothole? 311. Dangerous intersection? 311. Faded bike lanes? 311. Chronic enforcement issues like speeding, failing to yield, parking on a sidewalk? 311. Need a street sweeper? 311.  You get the picture.

Keep reading for instructions for multiple ways to make reports to 311. You can also check out our Report A Problem page for information about reporting issues to the County, State (PennDOT), PRT, and local municipalities.

If you’re looking for info on what to do in the unfortunate event of a crash, see our In a Crash page.

What is 311?

It’s your city’s non-emergency line.

Many cities in the United States use 311 as an alternative to 911 for non-emergencies. You can use it to report a range of issues including:

• Cars parked in bike lanes, making them unsafe to use
• Crosswalks without ramps, making them inaccessible to wheelchair users
• Broken-up sidewalks, making them difficult for stroller-pushers or others using wheels
• Vehicles parked on sidewalks, making them inaccessible to pedestrians
• Bike lanes with missing flexposts, allowing cars to park in them
• Overgrowth or construction obstructing the sidewalk
• Crashes and “close calls” between drivers and cyclists or pedestrians.

Not only is 311 great for reporting issues, but it’s a good way to THANK the city for new infrastructure installations. New bike lane? Say thanks.

Is 311 reporting effective?

Yes! (For many report types.)

Not everything will have immediate responses, but in general, Pittsburgh’s 311 system is a good tool for citizens to communicate with their city government and most requests get a response even if it takes awhile sometimes. Response times vary by report type.

Here are some examples of timelines you might see:

• Days: Debris in a bike lane, overgrowth over sidewalks, icy city-owned sidewalks, or broken traffic signals.
• Weeks: Potholes in a bike lane, fallen flexposts, or crumbling tactile warning plates (bumpy yellow mats in curb ramps).
• Months or years: Items that require political willpower or funding, such as vehicles parked in bike lanes (which requires more protected bike lanes), neighborhood traffic calming, or nonexistent sidewalks.

All reports can still be useful for the city to hear your voice and understand the problems you encounter getting around Pittsburgh. Sometimes it feels like shouting into the wind, but we’ve seen many times how the City uses these reports to prioritize and justify projects. For example, the Neighborhood Traffic Calming, automated bike lane parking enforcement, and automated red light enforcement programs all rely on data from 311 reports to decide where to place infrastructure.

Ways To Make A 311 Report

There are many ways to file a service request via 311:

PGH311 App: Available for iOS or Android, we have found this to be the best way to submit issues. Not only does the app automatically locate your issue on a map, but it’s very easy to add an image from your device’s camera. Make an account to keep track of your requests and get notifications when you receive a reply or an action is taken to address your issue.

311 Online: The 311 website is also easy to use, and you can use the same account as on the app to keep track of requests. You can also view requests from other residents on a map!

Dashcam for Your Bike: Use the Dashcam for Your Bike app to record your ride and submit concerns with photo or video to the 311 Response Center.

Telephone: All calls to 311 are answered by a live operator from 8:00 a.m. to 6:00 p.m., Monday through Friday. In the City of Pittsburgh, dial 3-1-1.  Outside of Pittsburgh, call 412-255-2621.

Email: At any time, you may send a request via email to PGH311@pittsburghpa.gov.

How to Make a 311 Report

1. Safety first! Get to a safe area. If you’re a pedestrian in a crosswalk, get to a sidewalk. If you’re on a bicycle, find a safe place to pull over.
   
   
2. Take a picture! If possible and safe to do so. Pictures help show the specific issue.
   
   
3. Open the PGH311 app or set a reminder to file a request when you’re at your computer.
   
   
4. Use the search box to find the request type that matches your issue, or go through the “menu” of service requests below the search box. Reference the table below for recommendations.
   
   
5. Click or tap the service request type, check the description, and click/tap “Request This Service”.
   
   
6. Upload your picture if you took one. Press Continue.
   
   
7. Set the location of the issue by clicking/tapping on the map or search for an address.
   
   
8. Enter additional information about the location of the issue if that would help responders identify it.
   
   
9. Respond to the questions on the next page and provide as much detail as possible.
   
   
10. Fill in your contact information.
    
    
11. Review your request and submit!
    
    
12. If you didn’t use your account to submit or call 311, take note of your ticket number so that you can follow-up. If you did use an account, check back for updates.

Which request type should I use?

There are A LOT of different request types. Below are where to find some common requests you might want to make. You can click through the list or use the search box to find the type you want. Reference the description of the request to make sure it fits your issue.

Issue	Category >> Type
Parking in a bike lane or other bike lane blockages	Traffic and Mobility Safety Concerns >> Bicycle Traffic and Safety Concerns
Crashes & “Close Calls”	Traffic and Mobility Safety Concerns >> Crashes and Close Calls
New Bicycle Infrastructure Requests	Traffic and Mobility Safety Concerns >> Bicycle Traffic and Safety Concerns
Request neighborhood traffic calming	Traffic and Mobility Safety Concerns >> Traffic Calming (or fill out this form)
Bike rack request	Traffic and Mobility Safety Concerns >> Bike Rack Request
Request “No Turn on Red” Sign (this really works!)	Traffic and Mobility Safety Concerns >> Traffic Signal or Pedestrian Signal Requests
Sidewalk parking, construction, or other obstruction of a sidewalk without an alternative	Traffic and Mobility Safety Concerns >> Blocked or Closed Sidewalks or Trails
Overgrowth on sidewalk	Garbage, Litter, Graffiti and Overgrowth >> Overgrowth
Missing ADA Ramp	Street, Sidewalk, and Infrastructure Repairs >> ADA Ramp Installation
Faded crosswalk, bike lane, or street marking	Street, Sidewalk, and Infrastructure Repairs >> Crosswalk, Curb, and Street Markings – Maintenance
Broken Sidewalk or ADA Ramp	Street, Sidewalk, and Infrastructure Repairs >> Sidewalk/Curb/ADA Ramp Maintenance
Missing/broken Bike Lane Bollard	Street, Sidewalk, and Infrastructure Repairs >> Bike Lane Bollard
Broken City Steps	Street, Sidewalk, and Infrastructure Repairs >> Repair City Steps
Chronic Speeding	Public Safety >> Traffic and Speeding Enforcement
Say thanks!	City Government >> Thank You

If you’re not quite sure, then the “Bicycle Traffic and Safety Concerns” or “Pedestrian Safety Concerns” request types are usually a good way to go. The team that manages 311 requests does a good job of re-routing requests as-needed.

Still have questions or ready to take action beyond a 311 report? Email advocacy@bikepgh.org and we’ll do our best to help!