QUESTION
What features and capabilities does the NYC 311 app have for submitting service requests and multimedia?
1:11:10
·
4 min
The deputy commissioner explains how the NYC 311 app handles service requests and multimedia submissions.
- The app groups high-volume and mobile-friendly service requests by topic due to limited screen space.
- Less common requests require accessing the full 311 website through the app's mobile-optimized version.
- The app allows submitting up to 3 photos but does not currently allow uploading videos.
- Any photos or videos submitted through the app are sent to the relevant agency handling the request.
Eric Dinowitz
1:11:10
The snow and ice removal.
1:11:12
Can you talk a little bit about what prevents specific items from being listed on the app or for being accessible on the app.
Joe Morrisroe
1:11:21
So the snow and ice removal, two parts to that.
1:11:25
So specific to your question about what's on the app.
1:11:28
In large part, it's, to some degree, real estate.
1:11:31
Right?
1:11:31
Real estate on the app itself.
1:11:33
So if you're familiar with the new one then to the upgraded app, I appreciate the feedback on that.
1:11:38
There are a number of service requests that are grouped by topics And then within those topics, you know, you can click on each of those.
1:11:45
We call those native to the app.
1:11:48
More broadly though, through the app, you can access the 301 online website in a mobile optimized way.
1:11:54
So every service request that is available on the 311 website is available through the 311 mobile app.
1:12:02
There are hundreds and hundreds of service requests to list each one in in a grouping or a chronological or I'm sorry.
1:12:09
An alphabetical order would take up so much real estate and further frustrate customers.
1:12:14
So what's on the mobile app tend to be the high volume and or the ones that are considered, you know, mobile on the go type of needs.
Eric Dinowitz
1:12:24
Right.
1:12:24
I I see that.
1:12:25
I mean, in in this particular category, there are 7 which include home or business parks, school, shelter, police station, post office Right.
1:12:34
Subway station.
1:12:36
How many I mean, if it's hard to find I it's it's it's hard to even ask the question, how many requests do you get for snow snow removal on pedestrian bridges if it's the case that people can't find it on the app.
1:12:49
And they have trouble finding on the website.
1:12:51
But do you know how many requests you get for for that?
Joe Morrisroe
1:12:53
We we would have the information on how many requests we get, and you can take that through as those come in beyond just the app, we would know the count on that.
1:13:04
Don't have it handy.
1:13:05
Obviously, it's only during snow season, but it is something we can look at historically to see what we've perceived.
Eric Dinowitz
1:13:10
Right.
1:13:10
Well, all of these are only during snow season.
1:13:12
I mean, by Of course.
1:13:13
That although with our weather now, who knows who may snow next week, it says gail Gail Brewer.
1:13:20
It's not gonna snow next week.
1:13:22
You never you never know.
1:13:24
But you know, if I'm looking at snow or ice on the street, I mean, this is something I've got numerous complaints about.
1:13:34
And taking it to the website, I mean, I think kind of the point is I think council member Holden made reference to this.
1:13:41
I mean, this is 2024.
1:13:43
This is the apps are the way most people, I think, engage with a lot of services private and public that they that they come to use.
1:13:51
You know, the MTA, you get on the train, it doesn't direct you to a website to purchase your your railroad ticket.
1:13:58
If I get an Uber, I'm not directed to a website to order my cab.
1:14:01
And in the same token, people in my district who are requesting service for snow and ice removal on pedestrian bridges shouldn't be directed to another place.
1:14:11
It should be easy on the app.
1:14:12
And given the number of snow or ice on the sidewalk categories, it's only 7.
1:14:19
Adding another one would not be, you know, arduous or or difficult, I think, for the app to do.
1:14:26
I I don't wanna take too much.
1:14:27
I just wanna do one more.
1:14:29
And that is audio and video, whether you're listening to one right now or you're just getting submitting it.
1:14:37
I'm on the app right now again, and I see that there's a way to submit up to 3 photos, which is I think a change from what the old app did where in many cases you had to compress it or
Joe Morrisroe
1:14:48
Mhmm.
Eric Dinowitz
1:14:48
But there's no option for video.
Joe Morrisroe
1:14:53
It takes media photo or video.
Eric Dinowitz
1:14:56
I would I let's talk about it at another time because I I wanna show you.
1:15:01
Okay.
1:15:01
I wanna be respectful of everyone's time.
1:15:04
But I just tried 3 phones and there was not the ability to upload or to take video in the app.
1:15:12
Images, yes, video, no.
1:15:15
Okay.
1:15:16
And so if there was an intent to do that, I am here to tell you it is not done.
1:15:20
But the bill would ensure that that is that you are able to upload the video and the photos.
1:15:26
And then I I just wanna confirm that you said those photos and videos are subsequently sent to the relevant agency?
Joe Morrisroe
1:15:34
That part I can confirm.
1:15:35
Yes.
1:15:35
They are.
Eric Dinowitz
1:15:36
Okay.
1:15:37
Okay.
1:15:37
Great.
1:15:37
Thank you.
1:15:38
That that is all.
1:15:38
Thank you, chair.
