QUESTION
What are the improvements and public satisfaction with NYC's 311 service?
1:08:28
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133 sec
Public satisfaction with NYC's 311 call center agents is high, differing from satisfaction with the outcomes of service requests.
- Public sentiment around 311 has consistently improved over the past decade.
- NYC's 311 boasts the highest satisfaction rating compared to Fortune Fifty companies' call centers.
- There is a significant difference between the satisfaction with 311 call center agents and satisfaction with the services delivered by agencies post-call.
- Nine out of ten participants in a survey rate 311 call center agents a perfect 10.
Alex Stein
1:08:28
What's
Erik D. Bottcher
1:08:28
your opinion of 311 when you when you came in in January of 2022?
1:08:37
Took a look at 3 1, what were your thoughts on it then and what areas of improvement?
1:08:44
Do you think it existed then?
1:08:47
How do you think it's improved in the last couple of years?
Matthew Fraser
1:08:50
Okay.
1:08:50
So I think one of the things that you can look at is stats around through 1.
1:08:55
So every year for the last and it's been more than the last 3 years, but it's been the last decade, every year, consistently public sentiment and satisfaction around 31 has gone up.
1:09:08
So there's a fun fact for for those that don't know.
1:09:12
Now you see you see council member,
Edwin Pemberton
1:09:14
you gotta you gotta be open
Matthew Fraser
1:09:16
be open.
1:09:20
Alright.
1:09:20
So I'll I'll give you I'll give you some fun facts around throw in 1.
1:09:25
BRuman 1, it's, of course, a call center run by New York City, but we have the highest rating in terms of center satisfaction with our call center agents than even Fortune Fifty companies in their call center lines.
1:09:38
Now there's a big difference between public satisfaction with 311.
1:09:42
And public satisfaction with the service that they get as a result of calling from 11.
1:09:48
The folks that are under the Office of Tech And Innovation answer the calls, takes the information, and routes it to the agencies, public satisfaction around how the agencies respond, are not as good as they feel about the people who are answering the phone calls.
1:10:03
So out of the service that we do, every person that gets it through in one phone call, We give them an option to participate in the survey.
1:10:09
9 out of ten people that take that survey, rates 311 call center agents, a 10, a a 10 or 10 is the top number.
1:10:17
10.
1:10:18
So 9 out of 10 people in New York that take that survey, believe that through a one call center agents are doing a great job.
1:10:23
Getting 9 out of 10 people new to agree on anything is nothing short of a miracle, but they agree that 301 is okay.
Erik D. Bottcher
1:10:30
I love the 3011 agents.
1:10:33
I think they're great, and they always have been
Alex Stein
1:10:35
Alright.
Erik D. Bottcher
1:10:35
And they're really, really wonderful to speak to and super helpful and responsive in my personal experience.