REMARKS
Council Member Eric Dinowitz'z opening remarks on improving the accessibility and functionality of NYC 311
0:34:49
·
5 min
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
- Inability to send videos through the 311 app to report issues
- Lack of accessibility features like video calling for those with hearing/speech impairments
And he cites needed improvements like:
- Need for live chat options when phone lines are busy
- Need to report specific issues like reporting snow/ice on pedestrian bridges posing hazards
Eric Dinowitz
0:34:49
Well, good morning, everyone.
0:34:50
Good morning.
0:34:51
Thank you.
0:34:51
I wanna thank chair Gutierrez for the opportunity to speak about a number of bills that I think will improve the 311 system here in New York City.
0:35:01
I mean, if you could just imagine what a lot of my constituents go through.
0:35:04
They're in the middle of a park and they see a homeless encampment or even just a homeless person.
0:35:11
And we have big hearts here in New York City.
0:35:13
We wanna help that person.
0:35:15
And we are told by DSS.
0:35:16
We're told by our agencies.
0:35:17
The thing to do is to call 311 to get the average person.
0:35:21
But I have the 3rd biggest park in New York City.
0:35:24
There's no address in the middle of the park.
0:35:28
And there's no real efficient way to help that person who's in need of help.
0:35:33
I'm on the app right now.
0:35:34
There's no way to geolocate where you are in the app and to transmit that information so that the person can get help.
0:35:43
We have a lot of older adults in my district who have to go across a footbridge that goes over a highway, but there is no way on the app to request that there is no removal on the bridge.
0:35:58
There are people who see with their own eyes, what's going on, in their community, and they wanna send video.
0:36:05
But on the app that I'm on right now, there isn't a way to send video at least not for every complaint to the to 301 and then subsequently to their respective agencies to help alleviate the problem.
0:36:18
Now there are a lot of improvements that could be made to 3 in 1, and that's what we're looking to do today.
0:36:23
3 in 1 is the way that New Yorkers access city government.
0:36:28
In fact, when people call our office and we call the agency the first thing that the agency asks for is the 311 complaint number.
0:36:38
But if there's no way for someone to meaningfully or efficiently get that information, we therefore are restricted in the way we are able to help our constituents.
0:36:50
So there are a number of bills you addressed.
0:36:52
I just wanna read them against 640.
0:36:54
With a lot of constituents of video call, 311 directly, and this is important to increase accessibility.
0:37:02
Perhaps someone has hearing or verbal impairment.
0:37:04
This would allow 2 way communication with running print at the bottom of the screen in real time.
0:37:09
And live chat 583 allows a broader number of requests to be made even when lines are busy and employees are unavailable.
0:37:20
This is of course, distinct from texting or texting system.
0:37:26
You know, 589, it deals with snow on pedestrian bridges, it allows a far more encompassing range of request types to be made that creates an inherent accessibility for district specific issues.
0:37:38
Ice on pedestrian bridges such as the Henry Hudson pedestrian bridge in my district is a safety hazard, especially as I mentioned for older constituents.
0:37:48
They need to be able to report this on my co prime sponsor on the bill council member, Natasha Williams, has the same concerns in her district.
0:37:57
The geotagging, as I mentioned, is 626 with myself and Keith Powers.
0:38:03
And this, by the way, happened to me, where I I there was a a homeless person, a person in need of help on the street, and there was no address nearby for me to type in.
0:38:13
And it was a real struggle to try to provide this person with the help they need, and that's for everything.
0:38:19
And again, on The app, I think the only way you can geotack something is with rats, which, you know, we all hate.
0:38:26
But there are other things, a fallen tree, broken sidewalks, which you know, abandoned cars which don't necessarily have an address.
0:38:33
We need to be able to transmit location data.
0:38:38
It's It's 2024.
0:38:41
And there are 2 bills I know aren't part of this committee, but they do we deal with 311, so I do wanna mention them.
0:38:46
They're part of governmental operations.
0:38:48
An agency report card, Bill 587, would create transparency on both ends.
0:38:53
I think many of us know that You make a 301 complaint.
0:38:58
You find that the complaint is listed as closed by the agency even though the problem persists.
0:39:05
And this would allow feedback, a feedback mechanism for users to actually say whether their complaint was closed or not in the customer satisfaction.
0:39:13
And would allow us to better address with you the efficiency and responsiveness of 311.
0:39:20
And intro 7 44 would preserve deals with duplicate prompts, which would preserve multiple requests for the same issue rather than deleting them thereby conveying the sense of urgency and need for assistance.
0:39:34
Again, I I wish to thank chair Gutierrez for the opportunity to speak about my legislation, which is laser focused on finding ways this body can improve our city agency's ability to respond to the needs of our constituents.
0:39:47
Thank you, chair.
0:39:48
Thank you.
