AGENCY TESTIMONY
Improved communication with residents about heating issues
0:26:58
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44 sec
NYCHA has enhanced its methods of communicating with residents about heating outages and repairs. The agency uses multiple channels to ensure residents are informed and can report issues effectively.
- Utilizes flyers, robocalls, websites, social media, and NYCHA alerts to inform residents about outages
- Implemented a system for residents to report ongoing issues after receiving a service restoration call
- Added triage questions to the My NYCHA app and Customer Contact Center to help deploy repair staff efficiently
- Encourages residents to report concerns via My NYCHA or the Customer Contact Center for most effective response
Keith Grossman
0:26:58
We also enhance the way we communicate with residents.
0:27:00
We make sure residents know about outages through flyers, robocalls, our websites, social media, and my NYCHA alerts.
0:27:07
Residents can,
UNKNOWN
0:27:08
so that
Keith Grossman
0:27:09
we can address, my, so that we can address any lingering issues, residents can automatically let us know if there is if they're still experiencing a service disruption, when they receive a service restoration call.
0:27:23
When residents submit heat complaints via my NYCHA or the customer service contact center, or CCC, We ask additional triage questions that enable us to deploy repair staff most efficiently.
0:27:33
I do want to note that we can most effectively identify and respond to issues when residents report concerns via my NYCHA or the CCC.
