QUESTION
What are the ways for New Yorkers to provide feedback to 311?
0:47:58
·
83 sec
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 like/dislike rating system on 311's web pages.
- Customers can receive prompts to complete surveys after interactions.
- A customer experience team at 311 evaluates services from the customer perspective and provides recommendations.
Jennifer Gutiérrez
0:47:58
I'm curious about this feedback.
0:47:59
Piece.
0:48:01
Is there some kind of like a what is the survey process?
0:48:05
Is it on the the website?
0:48:06
Is it are people only prompted after file after you filing a service request.
0:48:11
What is, like, the general prompt for New Yorkers to submit a survey?
Joe Morrisroe
0:48:14
So in general, we have a couple of ways you can provide feedback on any variance with 311.
0:48:18
Structured surveys, we're able to send communication out to a customer so they can fill a survey out.
0:48:25
There is the, like, dislike, you know, thumbs up, thumbs down on our web pages, for example, and then there's opportunity to get a prompt for a survey.
0:48:33
Which you can then take, and then that goes into the process for sure.
0:48:36
Right?
Jennifer Gutiérrez
0:48:37
Okay.
0:48:37
And then whatever my colleagues share today.
0:48:40
I guess, is feedback?
Joe Morrisroe
0:48:41
Well, that's the customer side.
0:48:43
Correct.
0:48:44
Feedback that we would get from Council members, for example, is more direct, more specific, and we can intake that directly.
0:48:50
Don't go necessarily through a survey process.
0:48:53
But we also have a customer experience team at 311 who plays the role of the customer They do what we call customer journey mapping.
0:49:01
They'll evaluate all of our tools, not just the mobile app.
0:49:04
And as as experts with a customer ear and a customer focus, they come up with suggestions and recommendations that get incorporated as well.
Jennifer Gutiérrez
0:49:12
Great.
0:49:13
Thank you.
0:49:14
I'm gonna pass it off to my colleague council member Holden questions, and then council member Brewer, and then council member Dinwetz.
