QUESTION
How do users receive the 311 satisfaction survey following a phone call?
0:41:33
·
53 sec
Individuals can only receive the 311 satisfaction survey via email, which requires them to provide an email address during the call.
- Council Member Inna Vernikov raises concerns over the survey’s accessibility for callers, especially those facing language barriers or the elderly.
- Director Dan Steinberg confirms the survey is currently only available online and requires an email address.
- He acknowledges the need to address accessibility issues and points towards ongoing efforts with the analytics team within the CTO portfolio, which includes 311.
- The discussion acknowledges the importance of improving access to the satisfaction survey for all 311 users.
Inna Vernikov
0:41:33
And how do they get that survey if they just make a phone call?
0:41:36
Because I know there's different ways they can reach out to 311.
Dan Steinberg
0:41:39
That's true.
0:41:41
I can't remember if you get it Yeah.
0:41:43
Only online.
0:41:45
That's right.
0:41:46
Right.
0:41:47
You have to leave your email address for it to no way to send it.
Inna Vernikov
0:41:50
Okay.
UNKNOWN
0:41:51
Yeah.
0:41:51
And
Inna Vernikov
0:41:51
I think that might be difficult for some people.
0:41:53
If they're just calling, there might be language barriers or elderly people of course.
Dan Steinberg
0:41:58
That's a fair point.
0:41:59
I I I know I
Inna Vernikov
0:42:00
figure something out with that.
Dan Steinberg
0:42:02
No.
0:42:02
Definitely.
0:42:03
And and I do wanna direct you to the off the analytics.
0:42:05
We we've been supporting their work on this.
0:42:09
And but there are situated within the CTO portfolio, which also 311.
0:42:13
So this has sort of been there.
0:42:16
The resin satisfaction kind of survey has been their project that we've worked with that one.
0:42:22
But it's a really important
Inna Vernikov
0:42:24
progress.
0:42:25
Okay.
0:42:26
Thank you.
