Q&A
Discussion on implementing 311 customer satisfaction surveys
1:35:32
·
115 sec
Council Member Eric Dinowitz discusses Intro 587 with the Deputy Commissioner of NYC311, focusing on the implementation of customer satisfaction surveys for closed 311 cases. The exchange reveals that NYC311 is already working on a similar system to what the legislation proposes.
- NYC311 is developing a survey system for customers who have filed service requests
- The system will collect feedback after agencies complete requests
- There is debate over whether legislation is necessary, given the ongoing work by NYC311
- Council Member Dinowitz emphasizes the importance of codifying the practice to ensure its continuation in future administrations
Eric Dinowitz
1:35:32
You said in your testimony that you're I wanted to get the the quote right, but that you're working on a a system like that, you're You appreciate our shared interest.
1:35:47
It's not you're already working on such a survey.
1:35:49
Can you talk more about that survey?
Joseph Morrisroe
1:35:51
Yeah.
1:35:52
Sure.
1:35:52
Thank you.
1:35:52
I appreciate your recall from last time.
1:35:54
So we do have something in flight than that is moving along and believe it will meet the intent of what you've identified in the bill.
Eric Dinowitz
1:36:04
So it's actually good news to make it easy for you to, you know, for easy for it to pass.
1:36:10
Easier for you to support it.
1:36:11
Right?
Joseph Morrisroe
1:36:12
Easy for
Eric Dinowitz
1:36:13
easy for you to support the legislation since you're already doing it.
Joseph Morrisroe
1:36:16
Well, we actually believe that we don't need the legislation because we're going to be able to produce this without it, and it will meet the needs of what you've identified.
Eric Dinowitz
1:36:22
Can you talk more about specifically what you're asking in the survey who will receive the survey.
Joseph Morrisroe
1:36:27
Sure.
1:36:28
The design captures customers who have filed a service request in any way they come through to 311.
1:36:34
And then canvassing them after that completion of that request by the agency, giving them the opportunity to weigh in on that.
1:36:41
And then there's the the the the the work work part of collecting that, pulling that together, you know, the apparatus of pulling that together, to then be able to make something that would be able to be put into a report made available publicly.
Eric Dinowitz
1:36:55
Great.
1:36:55
Well, it sounds like, you know, you and the city council are on the same page.
1:36:58
So this should be a a no brainer actually to pass this to ensure that it's codified and that we're receiving those quarterly reports and that in any future administrations, they continue to do this important work of feedback and accountability.
1:37:13
So glad to hear we're on the same page, and I look forward to working to try to make this this legislation, in fact, to support what it sounds like to support the work that you're already doing.
1:37:24
So I'd like to hear that.
1:37:26
Thank you, chair.
