QUESTION
What efforts are being made to promote alternatives to calling for accessing 311?
1:44:43
·
87 sec
The Deputy Commissioner explains that NYC 311 targets users interested in alternative contact methods with messaging promoting the 311 online portal and mobile app as faster and easier options.
- The goal is to make customers aware of self-service channels in addition to phone calls.
- However, NYC 311 still receives over 55,000 calls per day on average.
- Messaging aims to educate and inform customers about alternative contact methods.
Vickie Paladino
1:44:43
What are you doing to tell people other than this technology hearing right now in me taking this information back to my district and people listening to this.
1:44:53
What are you doing to promote other alternatives to just picking up the phone?
1:44:59
As we tell so many people and call 311 and get the help, you know, because it always comes back to my office, but and we call the agencies.
1:45:07
But what are you doing?
Joe Morrisroe
1:45:09
Great.
1:45:09
Thank you for that question.
1:45:11
Specifically talking about the phone channel, one of the things we do is target the exact universe of folks who are looking for to understand other options.
1:45:19
So we play messaging, encouraging customers to use the 301 online or use the 311 mobile app and market it as faster and easier access.
1:45:28
What we're trying to do there is make customers aware there is a self service option in addition to the phone channel.
1:45:33
At the end of the day, we want the customer to go through the channel of their choice and what they're most comfortable with.
1:45:38
But we do receive over 55,000 calls a day on average.
Vickie Paladino
1:45:41
Sure.
Joe Morrisroe
1:45:42
And through that process, some of that messaging is designed to educate and inform the
Vickie Paladino
1:45:47
The problem is the public has got about a 32nd, really.
1:45:52
You speak to a school teacher.
1:45:53
The attention span is 30 seconds now.
1:45:57
So what we've done is it just reduces the people.
1:46:01
It's alright.
1:46:01
I can't answer my question, but I just want you to know.
1:46:04
The retention rate and the attention rate is down to 30 seconds.
1:46:08
So Thank you very much.
1:46:10
Appreciate it.
