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QUESTION
What are the plans for expanding language support on the NYC 311 app, text messaging, and social media channels?
1:47:55
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The NYC Office of Technology and Innovation (OTI) is considering expanding language support for the NYC 311 mobile app.
- The OTI has expanded language support across other 311 channels.
- The call center automated system now provides greetings and information in 10 designated citywide languages, up from 6 previously.
- The 311 website has new language access landing pages with information in the 10 languages on how to use 311.
- Specific plans for enhancing the mobile app's language capabilities will be part of upcoming efforts.
Jennifer Gutiérrez
1:47:55
Is this something that you were all looking to do?
Joe Morrisroe
1:47:57
Language access under the broader context of language access, we look at the call center option dot calling 3011 as well as the website as the primary ways to meet the requirements of local law 30, but also to increase access to the public.
1:48:15
For the mobile app, it's something we are we know we need, something we're looking at, something that will be part of our plan.
Jennifer Gutiérrez
1:48:22
The bill the intro461 also requires do it or OTI to make a translated version of the app available for download.
1:48:31
On the website in addition to Apple or Google Play.
1:48:36
Are you aware of any risks associated with downloading an app outside of official apps stores?
Joe Morrisroe
1:48:42
I am not.
1:48:43
Mhmm.
Jennifer Gutiérrez
1:48:45
Okay.
1:48:46
And then does 311 have plans to expand languages supported on its app or text message or social media channels.
Joe Morrisroe
1:48:56
I do appreciate that question.
1:48:57
It'll give me an opportunity talk about some of the enhancements we've made since we've last talked about this topic.
1:49:02
So we actually have expanded.
1:49:04
As I referenced, and we've shared before.
1:49:07
We have a on the call side, when you call through on 1, there's an automated process.
1:49:11
It is greeting in English, but it used to it has provided up to 6 languages.
1:49:15
Recorded announcements for the topics that most people call for to get quick information, for example, parking.
1:49:22
Last year, we expanded that from 6 languages to the 10 designated city wide languages.
1:49:26
So customers calling in those languages can hear that information.
1:49:31
Another item we expanded and and ties back to a discussion we had when you came to visit last time was to create I'll call it the landing pages on 311 online on the website.
1:49:43
Their language access pages where a customer can go and they'll see on that page links in their languages, the 10 designated city wide languages.
1:49:52
Click on one of those links in your language and it takes you to a page that's curated and manually transmitted trans translated in that language, and we call it how 2311.
1:50:05
There's two sections on it.
1:50:06
1, it describes again in language, how you would call 311, what procedure to follow, give you kind of a tip.
1:50:12
And then the second one is how to navigate the 311 website, including how to use the automated translation tool.
1:50:19
We think it's something that's customers will be very comfortable with and have an opportunity to say, okay.
1:50:25
Great.
1:50:26
I can use this, and now I know how to take the next step with 311.
1:50:29
And again, relying on the call center and the website.
1:50:31
Mhmm.
Jennifer Gutiérrez
1:50:32
How thank you.
1:50:33
That's exciting.
1:50:34
I don't wanna skip that.