QUESTION
What is being done to improve 311 service responses and resolve complaints?
0:38:41
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171 sec
The Mayor's Office of Operations introduces a resident satisfaction survey and updates to 311 resolution descriptions to address complaints and improve service quality.
- A new resident satisfaction survey allows users to provide feedback directly after a complaint is resolved.
- Historically, 311's performance was measured by how quickly complaints were closed, not by customer satisfaction.
- The Office of Data Analytics is processing and planning to make this new feedback data public.
- Updates to the resolution descriptions on 311 services aim to provide clearer and more specific information to the public.
- These improvements are part of an effort to earn the public's trust by being clear and candid about actions taken.
Inna Vernikov
0:38:41
And my constituents very often are, you know, very should I say annoyed by having to call 3011 and then not hear back from an agency or not get a response to their complaint.
0:38:56
So I just wanted to know how your agency is dealing with helping this process because Obviously, we want constituents to be able to call, make a complaint, and hear back, and see their issues resolved.
0:39:12
Thank you.
Dan Steinberg
0:39:13
No.
0:39:13
Thank you for the question.
0:39:15
There there were some specific 3011 data flags that I have a feeling the council member will will also raise, but to start So with your really important fundamental question about what do we know about 311 and the satisfaction of customers and what are we doing about it?
0:39:33
I think one thing that that people don't fully appreciate is that for most of 311's history, there is no feedback loop in terms of customer satisfaction.
0:39:42
The city sort of assessed whether it was doing a good job by how quickly it closed complaints, which is not a legitimate solution because sometimes complaints get closed for reasons that have nothing to do with the problem being addressed.
0:39:54
And so one of the big innovations that we have right now as a resident satisfaction survey.
0:40:01
If you've made a 31 month complaint and you leave your information, you now get a survey sent to you.
0:40:06
Automatically then ask you about oh, and I'm sorry.
0:40:09
It could send you after the complaint is closed out.
0:40:12
And so you have the opportunity to directly tell the city whether it was to your satisfaction or not.
0:40:18
This is all new data that the city is in the process of ingesting, and it tends to to make a public resource.
0:40:25
The officer data analytics is is stewarding that project.
0:40:30
But for us, for our purposes, it's a breakthrough.
0:40:33
In in terms of really knowing, you know, what what people think of each particular service in in the city's the quality of the city's response.
0:40:41
The the one other thing I wanted to mention is that one one issue that we're focused on as an office is is the quality of the resolution descriptions.
0:40:51
311 hasn't updated many of these resolution descriptions in 20 years.
0:40:58
So we think that much more clear information can be pushed out to the public, more specific information about what the city actually did or didn't do.
0:41:09
And we think that will go a long way in terms of earning the public's trust that the city is being clear and candid.
0:41:17
About what action is taken.
0:41:19
So there is a lot of activity in that space, and I think that we're better positioned than ever.
0:41:26
To to kind of acutely address whichever service requests or not to the satisfaction of new workers.