QUESTION
How is the 311 service's effectiveness in handling customer satisfaction and complaints being improved?
0:54:43
·
176 sec
Council Member Jennifer Gutiérrez and Director Dan Steinberg discuss ways to enhance the 311 service's response to customer satisfaction and complaints, including integrating satisfaction scores into the Mayor's Management Report (MMR).
- Gutiérrez inquires about the critical indicator for customer satisfaction and data provided by the 311 service.
- Steinberg explains efforts to capture customer satisfaction more accurately in the MMR and mentions the role of the Office of Data Analytics.
- Challenges include the method of soliciting customer feedback and the declaration of service complaints as resolved without actual resolution.
- The conversation underlines the need for IT solutions to make data more accessible and to include satisfaction scores for service requests in the MMR.
- The aim is to improve the quality of responses to complaints, moving beyond merely celebrating the closure of complaints without quality intervention.
Jennifer Gutiérrez
0:54:43
I wanted to just expand a little bit on the 311 conversation as chair of the tech committee.
0:54:51
We constantly raise this with with it's with their director, Joe, but also just in conversation with members.
0:54:58
I'm curious about the customer the critical indicator for customers that is back.
0:55:02
You touched on it a little bit.
0:55:04
It was actually raised at this week's hearing.
0:55:07
Can you expand a little bit more on kind of what information is provided to you from through and how it's presented to you?
0:55:13
What are the datasets that they're providing?
Dan Steinberg
0:55:15
Sure.
0:55:17
In in the in the MMR specifically, we kinda report on every component of their operations as a call center.
UNKNOWN
0:55:23
Mhmm.
0:55:24
You
Dan Steinberg
0:55:24
know, so it's really, like, you know, the the the wait time.
Jennifer Gutiérrez
0:55:29
Yeah.
0:55:29
No.
0:55:29
That I see.
0:55:30
I'm curious about the is that is is that what you mean that's included in customers that action?
Dan Steinberg
0:55:34
No.
0:55:34
The that's a whole different effort that's separate from the MMR that we hope to capture in the MMR as it becomes a sort of more permanent function of government.
Anne K. Callagy
0:55:43
Right.
Dan Steinberg
0:55:44
And so they're sort of in the the the office of data analytics is in the process of of building out this.
0:55:51
And I I hopefully, they test fine about this.
Jennifer Gutiérrez
0:55:53
They did they did a great job.
0:55:54
Yeah.
0:55:55
It's just that the 313 kind of falls in this area of, like, it's hard to get a very concise sense of Yes.
0:56:05
Customer satisfaction, as council member, Burner Kosta, just shared if people are texting or emailing, then that I mean, if they're emailing, that's the only way gonna get prompted for a a customer service.
Dan Steinberg
0:56:18
No.
0:56:18
You're right.
Jennifer Gutiérrez
0:56:19
Survey.
0:56:19
Yeah.
0:56:20
So it's that makes it harder.
0:56:21
I think what also is a challenge is, like, they they create challenges for themselves.
0:56:25
Right?
0:56:25
They're in like, there's telling people that the service complaints are closed when nothing is resolved.
0:56:32
Right?
0:56:32
Clarity on you know, providing a picture to demonstrate that something's been closed.
0:56:36
They think so they fall within a weird period.
0:56:38
So I'm just curious how you are all looking to work with them to like, hear us out and incorporate some of these things that we're raising?
Dan Steinberg
0:56:45
No.
0:56:45
We're we're in total lockstep with them, and and we're even working together on the on the on the IT kind of solutions to making this data more available to everybody.
0:56:54
I think in the long run, we wanna capture satisfaction scores in the MMR in some fashion.
0:56:59
You know, what's complicated obviously is that there's hundreds of service requests and each get a satisfaction score, and that's kind of the beauty of the tools that now the city has a relative sense of what you know, which service requests are being responded to to the satisfaction of New Yorkers.
0:57:14
It it really like the idea that the city would celebrate closing a complaint quickly, but not scrutinized whether it was a quality intervention is is truly the way it's been working for over 20 years.
0:57:28
And so this that's why I'm glad they testified about it because this is really a new kind of it's just a whole new capacity of the city has to understand the the quality of its work.
Jennifer Gutiérrez
0:57:39
Right.