QUESTION
What is the reasoning for integrating WhatsApp into NYC 311 services?
1:28:15
·
120 sec
Deputy Commissioner Morrisroe explains that integrating WhatsApp into NYC 311 services is aimed at expanding access to new audiences.
- Research and feedback indicate WhatsApp is the most utilized app that NYC 311 is currently not supporting.
- Integrating WhatsApp would allow NYC 311 to reach customers who may not be familiar with or use the existing 311 channels.
- For WhatsApp integration to proceed, WhatsApp's privacy policies would need to align with NYC's privacy standards.
Jennifer Gutiérrez
1:28:15
There was testimony that that 311 would extend services to WhatsApp messaging platforms.
1:28:24
What can you speak about out that.
1:28:25
Did this happen?
1:28:26
Where are we?
1:28:26
Is this still going to happen?
Joe Morrisroe
1:28:28
Got you.
1:28:28
Yep.
1:28:28
Again, thank you for that and and good recall on that on that particular item.
1:28:33
So it is still part of our road map.
1:28:34
We've not gone live with WhatsApp.
1:28:37
We've looked at it.
1:28:38
There's a sequence of events we're doing to upgrade our platform, our technology platform that will then allow us to insert WhatsApp into that.
1:28:46
So we've moved forward with something called omnichannel.
1:28:49
Kind of a generic term.
1:28:50
Mhmm.
1:28:50
But once you have that, that will allow agents to then be in a situation where they could do a text, they could handle a WhatsApp, they could handle a phone call.
1:28:58
So we need to build that out to then be able to insert what's happened to that.
1:29:03
So it's on our it's on our road map.
1:29:05
It's on our radar.
1:29:06
We don't have a particular time frame for it at this point.
Jennifer Gutiérrez
1:29:10
And just curious, what is the reasoning for WhatsApp specifically?
Joe Morrisroe
1:29:16
The reason for what's happening?
Jennifer Gutiérrez
1:29:17
For you wanting to utilize or integrate what's happening?
Joe Morrisroe
1:29:19
To expand access to new owners.
Jennifer Gutiérrez
1:29:21
But there are other there are other Is there something specific to what's up?
Joe Morrisroe
1:29:24
Yep.
1:29:25
Research that we've looked at and that feedback that we've done, it it's the app that is most Jews that we're currently not supporting.
1:29:33
It's it's the place where people don't.
Jennifer Gutiérrez
1:29:35
And how do you think because what's app?
1:29:37
And I'm familiar with it.
1:29:38
I have my family uses it.
1:29:39
They have a very explicit privacy policy that they're constantly updating.
1:29:43
How do you think their privacy policy and NYC through everyone's privacy policy are aligned.
1:29:50
And are you in talks?
Joe Morrisroe
1:29:51
Got you.
1:29:52
So I can't say we're in talks.
1:29:54
I will say they would have to be aligned in order for us to be able to to bring WhatsApp on forward.
1:29:59
So again, we see it as an opportunity to expand access, particularly to some customers who may not be familiar with or use 311.
1:30:06
And maybe that WhatsApp comes the way they do that.
1:30:09
But like every other channel we do, any other customer interaction we have, it would have to adhere to the privacy standards.
