New York City Council
Committee on Technology
Apr 25, 2024
·
10:00 AM
2 hr
Summary
A hearing on improving the functionality and accessibility of New York City's 311 service. Discussions centered around adding new service request categories like noise from sirens, rooftop activity complaints, and dog run maintenance issues. Other proposed bills aimed to enhance the 311 mobile app with multi-language support, video call capability, better location mapping services, and options to submit photos/videos with requests. The hearing explored ways to make the 311 system more modern, efficient, user-friendly and hold agencies accountable. Features testimony from the NYC Office of Technology and Innovation (OTI) which oversees the 311 operations.
Meeting chapters
Read summaries and watch videos for short segments that matter to you.
Council Member Jennifer Gutiérrez's opening remarks on NYC's 311 Service
Council Member Jennifer Gutiérrez opens the oversight hearing on NYC's 311 Service, highlighting its significance as the city's 24/7 nonemergency helpline connecting residents to government services. - She discusses the …
0:02:21
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5 min
Council Member Carmen N. De La Rosa's opening remarks on Intro 673 to add a dog run category on 311
Council Member Carmen N. De La Rosa introduces Intro 673, a bill to require the Department of Information Technology and Telecommunications to add a category on 311 for the public …
0:08:05
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104 sec
Council Member Robert Holden's opening remarks on improving New York City's 311 service
Council Member Robert Holden expresses gratitude and introduces his experience as a regular user of the New York City 311 service, highlighting the need for improvements. - He presents a …
0:09:52
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3 min
Council Member Carlina Rivera's opening remarks on creating 311 category for rooftop activity complaints (delivered by Chair Jennifer Gutiérrez)
Council Member Jennifer Gutiérrez reads Council Member Rivera's opening statement in support of her bill. - The bill proposes creating a 311 category for complaints about disruptive or unsafe rooftop …
0:13:34
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56 sec
Joe Morrisroe, Deputy Commissioner of NYC 311 within the Office of Technology and Innovation (OTI) on NYC 311 Operations and Legislation Affecting the Service
Joe Morrisroe testifies about the comprehensive roles and operations of NYC 311, including providing 24/7 access to city services through multiple channels, its evolution into a national leader, and high …
0:15:16
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18 min
Council Member Eric Dinowitz'z opening remarks on improving the accessibility and functionality of NYC 311
Eric Dinowitz highlights issues with the NYC 311's inability to efficiently address constituent needs. He cites problems like: - Lack of geotagging for accurate location reporting in areas without addresses …
0:34:49
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5 min
What is the current headcount for NYC 311 call center representatives?
The deputy commissioner states that the current headcount for NYC 311 call center representatives (CCR) is 248.
0:40:00
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21 sec
What is the total number of employees at NYC 311?
Deputy Commissioner Joe Morrisroe states that the total headcount for the NYC 311 organization is 394 employees.
0:40:21
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13 sec
Has there been a change in the number of NYC 311 call center operators in the last 2 years?
The NYC 311 call center has maintained a steady number of call center operators over the past two years, with no change.
0:40:33
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8 sec
Are any NYC 311 call operators outsourced?
Deputy Commissioner Joe Morrisroe confirms that NYC 311 has an overflow vendor contract to handle low call volumes, providing outsourced call center agent resources.
0:40:43
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19 sec
What determines overflow calls and the use of vendor resources?
Deputy Commissioner Joe Morrisroe from NYC 311 explains when overflow calls occur and vendor resources are utilized. - Overflow situations arise when there is a peak increase in call volume …
0:41:02
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26 sec
What is the name of the vendor for NYC 311's overflow calls?
The council member asks about the vendor that handles overflow calls for NYC 311. Morrisroe replies that the vendor's name is King Teleservices, located in Brooklyn, New York.
0:41:28
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7 sec
How often is the outsourced vendor utilized by NYC 311?
The deputy commissioner explains that the outsourced vendor is utilized daily by NYC 311. This steady state allows NYC 311 to build upon the base when increased demand occurs.
0:41:38
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21 sec
What specific training does the outsourced vendor receive to interact with the public?
The vendor resources go through the same training program as city employees. This includes quality assurance and evaluation steps governed by the NYC Office of Technology and Innovation (OTI). The …
0:41:59
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30 sec
What is the duration of the current NYC 311 contract with the outsourced vendor?
The deputy commissioner explains that the current NYC 311 contract with the outsourced vendor was registered two days ago and will continue through February 2026.
0:42:29
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10 sec
What is the process for selecting the overflow call center vendor?
The Deputy Commissioner explains that there was a request for proposals (RFP) issued for the overflow call center vendor contract. - The current contract is in its second of two …
0:42:41
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16 sec
What languages do the 311 call operators speak?
All 311 call operators speak English, and some are bilingual in English and Spanish. No other languages besides English and Spanish are spoken by the operators.
0:42:59
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23 sec
What is NYC 311's approach for handling calls in languages other than English or Spanish?
Deputy Commissioner Joe Morrisroe explains that NYC 311 focuses on having English and Spanish bilingual operators, both for city staff and overflow vendors. - For languages other than English and …
0:43:23
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42 sec
How many employees are dedicated to developing and maintaining the NYC 311 mobile app?
The Deputy Commissioner states that less than 10 people are working on the NYC 311 mobile app project.
0:44:06
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37 sec
How is the NYC 311 mobile app updated?
OTI owns and manages the NYC 311 mobile app, providing product management and setting priorities. A joint team of OTI staff and IBM, a contracted vendor, handle the development and …
0:44:45
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43 sec
Does the NYC 311 team get to weigh in on vendor selection or is it handled by a separate unit within the Office of Technology and Innovation (OTI)?
The NYC 311 team follows a standard process for vendor selection, as does the rest of the Office of Technology and Innovation (OTI).
0:45:28
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21 sec
When did IBM become the vendor for the New York City 311 mobile app?
The deputy commissioner from New York City 311 does not provide a specific start date for when IBM became the vendor for the New York City 311 mobile app. He …
0:45:50
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21 sec
What new features and updates were made to the NYC 311 mobile app?
The Deputy Commissioner shared details about the recent updates to the NYC 311 mobile app, which was released in March. - The app has a new look and streamlined navigation. …
0:46:11
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75 sec
What are the plans for additional features or updates to the New York City 311 mobile application?
The New York City 311 office continuously explores ways to enhance and evolve the mobile application based on technology changes. The office relies on customer feedback through surveys and input …
0:47:26
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23 sec
What are the ways for New Yorkers to provide feedback to 311?
The deputy commissioner explains that there are multiple avenues for New Yorkers to submit feedback to 311. - 311 can send out structured surveys to customers. - There is a …
0:47:58
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83 sec
How does the 311 app handle reporting and responding to illegally parked commercial vehicles in residential areas?
The deputy commissioner explains that the 311 app does not directly control agency responses to service requests. - The app allows submitting service requests, which are routed to the responsible …
0:49:24
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164 sec
Council Member Robert Holden expresses frustration with 311
Council Member Holden expresses frustration with the New York City 311 system's lack of accountability and honesty in responding to complaints. - He says agencies provide excuses instead of honest …
0:52:10
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152 sec
Why can't the NYC 311 mapping capability pinpoint some locations in NYC?
The council member explains that the NYC 311 mapping capability cannot pinpoint locations without addresses like City Hall. - The council member cannot get the address for City Hall where …
0:54:43
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97 sec
What issues are council members facing with the 311 system and how are they addressed?
The council member raises concerns about agencies receiving conflicting or incomplete information from 311 service requests submitted through the app. - The council member wants to understand what details agencies …
0:56:22
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86 sec
Why can't 311 accept complaints about siren noise?
The NYC 311 system currently does not have the capability to accept complaints about siren noise from emergency vehicles like ambulances. - There is no city agency currently designated to …
0:58:13
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3 min
How many CUNY, King, and New York City employees work for the 311 division?
The deputy commissioner provides the staffing breakdown for the 311 division. - There are 248 New York City staff call center representatives (CCRs). - The King contract is based on …
1:01:49
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77 sec
What is the number one complaint received by NYC 311 that has no resolution or answer?
The deputy commissioner explains there is a process to address unmet needs or inquiries NYC 311 cannot initially resolve. - NYC 311 works with agencies to find solutions for issues …
1:03:06
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102 sec
What are the procedures for logging and retaining text conversations with NYC 311?
The deputy commissioner explains that text conversations with NYC 311 customers are logged and transcripts are retained. - Text exchanges between agents and customers are captured and transcribed. - The …
1:05:14
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83 sec
What are the details about the chat functionality and how text communications are handled by NYC 311?
The council member explains that text messages sent through the NYC 311 app are not free due to potential carrier charges. - The chat functionality allows free-form text communication between …
1:06:37
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69 sec
Council Member Eric Dinowitz raises concerns about the NYC 311 user experience
Council Member Eric Dinowitz raises concerns about the user experience and cost of the NYC 311 app and services. - He notes that apps from big companies like Amazon have …
1:07:47
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44 sec
What is the timeline for implementing accurate pin drop location in the NYC 311 app?
The deputy commissioner confirms there is an ongoing project to upgrade the geolocating feature in the NYC 311 app to allow accurate pin drop location. The deputy commissioner states projects …
1:08:37
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63 sec
What are the concerns and obstacles in providing estimated wait times for NYC 311 calls and listing certain services on the 311 app?
Joe Morrisroe, Deputy Commissioner of NYC 311 at the NYC Office of Technology and Innovation (OTI), explains the concerns around providing estimated wait times for NYC 311 calls. - There …
1:09:54
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77 sec
What features and capabilities does the NYC 311 app have for submitting service requests and multimedia?
The deputy commissioner explains how the NYC 311 app handles service requests and multimedia submissions. - The app groups high-volume and mobile-friendly service requests by topic due to limited screen …
1:11:10
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4 min
What is the proper routing for 311 service requests related to homelessness and homeless encampments?
Council Member Erik Bottcher raises concerns that 311 service requests for homeless assistance or regarding homeless encampments are being routed to the NYPD instead of the Department of Homeland Services …
1:15:48
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117 sec
What are the satisfaction ratings for the level of service provided by agencies after 311 requests are completed?
The Deputy Commissioner does not provide specific satisfaction ratings for services rendered by agencies after 311 requests are completed. - He acknowledges efforts are underway to implement mechanisms for collecting …
1:17:45
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81 sec
What is the status of the resolution satisfaction dashboard for 311 service outcomes?
The council member inquires about the anticipated launch timeline for a resolution satisfaction dashboard for 311 service outcomes, previously discussed in a prior hearing. The deputy commissioner confirms familiarity with …
1:19:06
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42 sec
What specific security measures are in place to protect user data and security on site and on the 311 app?
The deputy commissioner explains that strict privacy policies are in place to protect user data and build trust with New Yorkers. - 311 customer information is largely anonymous, with no …
1:19:49
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4 min
What third parties are receiving user data from the NYC 311 mobile app?
The deputy commissioner is unable to identify the third parties receiving user data from the NYC 311 mobile app. - The council member raises concerns that the app sends user …
1:24:20
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21 sec
What are the protocols for ensuring mobile app data encryption in transit?
The deputy commissioner states he will consult colleagues to provide an answer on whether OTI can ensure mobile app data is encrypted during transmission or if that responsibility lies with …
1:24:50
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14 sec
Can users request for their data to be deleted from OTI systems?
Council member Jennifer Gutiérrez asks if the Office of Technology and Innovation (OTI) allows users to request deletion of their data. The Deputy Commissioner states that he needs to look …
1:25:06
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22 sec
What purposes is the NYC 311 application sharing user information for?
A council member notes the 311 app's privacy policy states it does not sell or use data for commercial/marketing purposes. However, the app listing on Google Play Store indicates data …
1:25:33
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28 sec
What is the purpose of recording 911 phone calls and how long are the recordings retained?
The 911 phone calls are recorded for quality control and training purposes. - The recordings are used to coach and develop call agents - An announcement is played to inform …
1:26:05
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32 sec
Why does the NYC 311 website collect URLs and domain names of websites visited before accessing NYC 311?
The council member asks why the NYC 311 website appears to collect URLs and domain names of websites users visit before accessing the NYC 311 website itself. - The deputy …
1:26:46
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45 sec
Does the NYC 311 website plan to provide an option for users to opt out of cookies?
The deputy commissioner does not directly answer whether the NYC 311 website will provide an option for users to opt out of cookies. - The council member points out that …
1:27:36
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14 sec
What is the reasoning for integrating WhatsApp into NYC 311 services?
Deputy Commissioner Morrisroe explains that integrating WhatsApp into NYC 311 services is aimed at expanding access to new audiences. - Research and feedback indicate WhatsApp is the most utilized app …
1:28:15
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120 sec
Are there plans to integrate the 311 service into the MyCity portal?
The Deputy Commissioner of NYC 311 explains that there are no current plans to integrate the 311 service into the MyCity portal. The 311 service, referred to as 311 online, …
1:30:16
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28 sec
Are there any plans to integrate generative AI into NYC 311 services?
The deputy commissioner states NYC Office of Technology and Innovation (OTI) is exploring how generative AI could enhance 311 service delivery. - OTI is conducting due diligence to understand generative …
1:30:45
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76 sec
How can callers skip preliminary messages and reach a live operator when calling 311?
Council Member Robert Holden raises the issue of callers having to listen to lengthy automated messages before reaching a live 311 operator. - The Deputy Commissioner from NYC 311 acknowledges …
1:32:07
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59 sec
What is the reason for the delay in allowing users to submit service requests via mobile device location?
The council member questions the delay in implementing a feature that would enable users to submit service requests by leveraging their mobile device's location or by selecting a point on …
1:33:10
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146 sec
How does 311 handle time-sensitive noise complaints when the issue may be resolved before a response is provided?
The council member explains that for time-sensitive noise issues like jackhammering, a 10-day response time from 311 is ineffective as the noise disturbance could be over by then. - 311 …
1:35:52
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95 sec
How is the coordination between 311 and the open data platform managed, and how is data updated in real-time?
The council member asks about the coordination process between 311 and the open data platform, specifically regarding real-time data updates. - The deputy commissioner explains that 311 works hand-in-hand with …
1:37:28
·
108 sec
How many staff are available to handle calls to New York City's 311 service line?
The deputy commissioner explains the staffing levels for New York City's 311 service line. - There are 248 city staff call center representatives who handle frontline 311 calls. - New …
1:39:25
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103 sec
How many hours do they purchase for call takers at NYC 311?
NYC 311 can purchase 15,000 or more hours per month for call takers. - This covers the necessary staffing requirements - NYC 311 has a program with the Kinney Research …
1:41:07
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31 sec
What protocols does 311 have for high call volume emergencies?
The deputy commissioner explains that 311 has an evolved high call volume protocol, where real-time information on the topic is provided through automated announcements callers hear within 30 seconds to …
1:41:48
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175 sec
What efforts are being made to promote alternatives to calling for accessing 311?
The Deputy Commissioner explains that NYC 311 targets users interested in alternative contact methods with messaging promoting the 311 online portal and mobile app as faster and easier options. - …
1:44:43
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87 sec
What are the challenges in providing the 311 app in multiple languages?
The deputy commissioner explains that the 311 app is currently only available in English. - They would need to implement an automated language translation tool for the app, similar to …
1:46:13
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100 sec
What are the plans for expanding language support on the NYC 311 app, text messaging, and social media channels?
The NYC Office of Technology and Innovation (OTI) is considering expanding language support for the NYC 311 mobile app. - The OTI has expanded language support across other 311 channels. …
1:47:55
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161 sec
What languages are supported by 311's text messaging service?
The 311 text messaging service can currently translate texts received in English into 9 languages and respond back in those languages. - The service is working on implementing a solution …
1:50:36
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42 sec
What measures are taken to ensure quality of language translations across platforms?
Deputy Commissioner Morrisroe explains the process for monitoring translation quality across NYC 311's platforms. - The city partners with LanguageLine for interpretation services, leveraging their expertise and resources. - An …
1:51:18
·
123 sec
How can filming complaints be addressed through the NYC 311 app?
Council Member Robert Holden inquires about adding a category for filming complaints to the NYC 311 app. Deputy Commissioner Joe Morrisroe explains that currently such complaints are directed to the …
1:53:27
·
3 min
