AGENCY TESTIMONY
NYC 311's role and responsibilities
0:32:07
·
49 sec
Joseph Morrisroe explains NYC 311's role as a platform for providing information and services, emphasizing its relationship with other city agencies and the process of handling service requests.
- NYC 311 serves as a platform for information requests, referrals, and service requests
- Collaborates with city agencies to build service request forms and information pages
- Once a service request is submitted, it becomes the responsibility of the relevant agency
Joseph Morrisroe
0:32:07
If an agency makes a service request available to the public, there is a duty and expectation for the agency to be able to respond to it and provide a resolution within a reasonable service level agreement or SLA time frame.
0:32:24
Once a service request is submitted with NYC 311, it becomes that agency's responsibility.
0:32:30
Bills before the committee today all attempt to address issues that NYC 311 customers have with agency response.
0:32:38
We'd be happy to hear from council members on ways we can work with individual agencies on how responses may be improved through the NYC 311 feedback loop with respect to specific problems that may not necessitate wholesale changes to how service requests are accepted, investigated, and resolved.
