QUESTION
What are the concerns and obstacles in providing estimated wait times for NYC 311 calls and listing certain services on the 311 app?
1:09:54
·
77 sec
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 are mixed reactions from industry practitioners on providing estimated wait times
- Proponents see the value in giving estimated wait times
- However, practitioners often believe estimated wait times can create more complications than solutions
- NYC 311 has a robust high call volume protocol, but did not provide all the details
- NYC 311 will continue to review and revisit adding estimated wait times to the high call volume protocol
Eric Dinowitz
1:09:54
The estimated wait time bill 5 84.
1:09:58
Talking about roadblocks to providing estimated wait times for for people who call.
Joe Morrisroe
1:10:03
Yep.
1:10:03
Appreciate that one.
1:10:04
Give an opportunity to talk a little bit Yeah.
1:10:06
It's something that we have looked at.
1:10:09
You mentioned it as part of the high call volume protocol, which we have a very robust high quality and protocol in the interest of time.
1:10:15
I didn't spell it all out.
1:10:16
I'd be happy to at some point.
1:10:19
So we've looked at estimated wait time in a number of ways.
1:10:21
As you may know, from an industry perspective, there's mixed reaction to that.
1:10:26
The proponents see the value of it.
1:10:29
Practitioners often see that it creates and can create more complications than it can solutions.
1:10:35
So we look at it closely and try to manage that.
1:10:38
But what we look what we will do from this particular bill is look at it, continue to review it, continue to revisit it, and see if it's something we can add to the high high call volume protocol.
Eric Dinowitz
1:10:46
Okay.
1:10:47
Well, from the perspective of my constituents who are on these calls and don't know how long they have to wait, it is I am a proponent.
1:10:56
To put it that way.
1:10:57
And I think it would be it's an important feature to include from the user interface.
1:11:03
Transparency and information is only a good thing for users.
1:11:10
The snow and ice removal.
