QUESTION
How many staff are available to handle calls to New York City's 311 service line?
1:39:25
·
103 sec
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 York City 311 augments this staff by purchasing additional hours from an overflow vendor contract.
- The exact number of additional staff hours purchased from vendors is not specified.
Vickie Paladino
1:39:25
I'm gonna take you back to page 1 of our list of questions here.
1:39:29
I too I'm in an aging community, and I'm hearing a lot of talk about all the new technology.
1:39:36
So I wanna take you back a decade to when people call because they do call in my district 311.
1:39:45
So going back to page 1 of the questioning, How many employees, and what's the present head count for n y for calling 311?
Joe Morrisroe
1:39:55
Great.
1:39:55
Thank you for the question and thank you for the time period.
1:39:58
I I I get appreciate that.
Vickie Paladino
1:39:59
Uh-huh.
Joe Morrisroe
1:40:00
One of the things we're proud about at 3011 is we have multiple channels to serve multiple customer needs because everyone, many people have different preferences.
1:40:09
To answer your specific question, they headcounted for 311 city staff call center representatives, the frontline agents who are handling the calls, is 248.
Vickie Paladino
1:40:18
That's what I have.
1:40:19
Okay.
1:40:19
Just wanna double check because I wrote down the numbers.
1:40:22
But when we have 9,000,000 people in the city and in my district over 300,000, 248 people to answer a phone is not really that great.
1:40:35
Now you also said you outsource.
1:40:39
So how many operate additional to that do you have at your outsourcing facility?
Joe Morrisroe
1:40:46
Great.
1:40:46
Appreciate that question as well.
1:40:48
There's two pieces we that augment the resources that we have, the city resources.
1:40:53
The what we have is an overflow vendor contract.
1:40:56
And I have an arrangement where we bucket it as production hours.
1:41:02
So I I don't have a head count number for you, but what we do is we purchase hours from the vendors.
