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311's focus on intake and referral process

1:46:18

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38 sec

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Deputy Commissioner Morrisroe explains 311's primary focus on the intake and referral process. He emphasizes their goal of making the initial contact and information collection as efficient as possible for the public.

311 concentrates on the intake and referral process
Multiple access points are available for the public (phone, online, mobile app, text)
The team's expertise and efforts are directed towards optimizing the front-end experience
Deputy Commissioner Morrisroe highlights the importance of handling the initial contact and information referral effectively

Joseph Morrisroe

1:46:18

Mike, put up.

1:46:20

Thank you, Chair.

1:46:20

And and I appreciate the question.

1:46:22

I appreciate the context of the question.

1:46:25

For what I focus on is really the what do we call the intake and referral process.

1:46:30

And our goal and is to make sure that process works.

1:46:33

Right?

1:46:34

The collection of information make it easy for the public to access 301 in the first place.

1:46:38

Can you call?

1:46:39

You can go online?

1:46:40

You can do a mobile app.

1:46:41

You can text a lot of different ways.

1:46:43

So where we put our energy and our focus is making sure it works upfront, and we handle the intake.

1:46:49

We handle the referral.

1:46:50

And and so that's that's where kind of our talents, our focus, and our experience lie, and that's what I could speak to.

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Improving agency accountability in closing 311 cases