QUESTION
What is the number one complaint received by NYC 311 that has no resolution or answer?
1:03:06
·
102 sec
The deputy commissioner explains there is a process to address unmet needs or inquiries NYC 311 cannot initially resolve.
- NYC 311 works with agencies to find solutions for issues they do not have answers for
- The knowledge base has expanded from around 100 topics to over 2,000 to meet more needs
- It is now rare for NYC 311 to receive inquiries under the city's jurisdiction that go unanswered
- However, for certain issues like noise complaints about sirens, NYC 311 cannot provide resolutions until an agency is equipped to handle those types of inquiries
Gale A. Brewer
1:03:06
And then the other question I have finally is what is the, like, number one complaint that you can is there such a thing other than sirens?
1:03:15
Is there a number one complaint that you can answer because of some either bureaucratic or there's no answer to be able to give to people, etcetera.
1:03:23
What because that makes people really frustrated.
1:03:25
So do you have such a listing or diagnosis to be dealt with, etcetera.
1:03:31
That's I'm trying to figure out where there might be some challenges that maybe we can help address.
Joe Morrisroe
1:03:36
Well, I appreciate that question.
1:03:37
Give me a chance to to give you a little bit of a a piece of the process with that.
1:03:42
If there is something we don't have an answer to or an outcome for, we would call it an unmet need.
1:03:48
We have a process working with every city agency whether it's an agent who gets that information, whether our team gets it, whether we get input, and we have a dedicated group on the 3011 side and dedicated resources at each city agency to address just that.
1:04:01
If it's new from the agency, they let us know.
1:04:04
If it's an unmet need, we contact the agency, and we work through that.
1:04:08
I will say that been citing kind of the history of 311 in the early days, as you can imagine.
1:04:13
There were far more unmet needs, and they were built out over time.
1:04:16
We used to have about a 100 p couple of 100 pieces of content in our system, and now we have over 2000 pieces of content.
1:04:23
So it's very rare.
1:04:24
We get something that's within city jurisdiction that is not responded to.
1:04:30
But if we do, there is a process for it.
Gale A. Brewer
1:04:32
Okay.
1:04:32
So why wasn't sirens dealt with in that context?
Joe Morrisroe
1:04:36
In this case, we were to pass that information on to agencies that may be the likely place for that.
1:04:40
But until an agency is set up to handle those or to accept those for 301, we don't have the ability time.
Gale A. Brewer
1:04:46
Thank you, ma'am.
1:04:46
I'm chair.
1:04:47
I will fix that problem.
