QUESTION
What are the details about the chat functionality and how text communications are handled by NYC 311?
1:06:37
·
69 sec
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 users and agents
- If a service request is made through chat, the agent enters the details into the standard system
- This information is then transmitted to the relevant agency, like requests made through other channels
- The NYC 311 app was recently updated with improvements to its user interface and features
- While managed internally by OTI, changes to the app require resources and funding
Eric Dinowitz
1:06:37
It's funny.
1:06:38
I know this is not what you meant by free text.
1:06:40
But you know that text messages are not free.
Joe Morrisroe
1:06:43
Correct.
1:06:44
And carrier charges may apply.
Eric Dinowitz
1:06:46
That's that's that's the phrase.
1:06:48
Right?
Joe Morrisroe
1:06:48
And the phrase we use.
1:06:49
But I meant free text feel.
1:06:50
Let me say
Eric Dinowitz
1:06:51
I know what you meant.
Joe Morrisroe
1:06:51
Unstructured text,
Eric Dinowitz
1:06:53
but understand that that for many people who may wanna use this text functionality, they are now paying where other people may may not have finished using the app or calling, they're now paying for a service that is otherwise free.
1:07:07
And you just redid the app.
1:07:08
I do wanna acknowledge it's much better looking.
1:07:11
It's much more user friendly.
1:07:12
Mhmm.
1:07:13
And a better feature to add to that.
1:07:17
I assume you you have it's a contract within with a with a vendor who who's on the app.
Joe Morrisroe
1:07:21
It's led by OTI.
1:07:23
OTI
Eric Dinowitz
1:07:23
is internal.
Joe Morrisroe
1:07:24
And so
Eric Dinowitz
1:07:25
you can make changes to it.
1:07:26
Very easily.
Joe Morrisroe
1:07:28
Changes can be made, but every change requires resources, requires funding to do those resources.
1:07:33
But, yes, OTI is the owner of the app.
1:07:36
And relies on in house city staff Mhmm.
1:07:39
As well as some resources from a contracted vendor to make changes and to maintain the the app.
