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QUESTION

What is the number one complaint received by NYC 311 that has no resolution or answer?

1:03:06

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The deputy commissioner explains there is a process to address unmet needs or inquiries NYC 311 cannot initially resolve.

NYC 311 works with agencies to find solutions for issues they do not have answers for
The knowledge base has expanded from around 100 topics to over 2,000 to meet more needs
It is now rare for NYC 311 to receive inquiries under the city's jurisdiction that go unanswered
However, for certain issues like noise complaints about sirens, NYC 311 cannot provide resolutions until an agency is equipped to handle those types of inquiries

Gale A. Brewer

1:03:06

And then the other question I have finally is what is the, like, number one complaint that you can is there such a thing other than sirens?

1:03:15

Is there a number one complaint that you can answer because of some either bureaucratic or there's no answer to be able to give to people, etcetera.

1:03:23

What because that makes people really frustrated.

1:03:25

So do you have such a listing or diagnosis to be dealt with, etcetera.

1:03:31

That's I'm trying to figure out where there might be some challenges that maybe we can help address.

Joe Morrisroe

1:03:36

Well, I appreciate that question.

1:03:37

Give me a chance to to give you a little bit of a a piece of the process with that.

1:03:42

If there is something we don't have an answer to or an outcome for, we would call it an unmet need.

1:03:48

We have a process working with every city agency whether it's an agent who gets that information, whether our team gets it, whether we get input, and we have a dedicated group on the 3011 side and dedicated resources at each city agency to address just that.

1:04:01

If it's new from the agency, they let us know.

1:04:04

If it's an unmet need, we contact the agency, and we work through that.

1:04:08

I will say that been citing kind of the history of 311 in the early days, as you can imagine.

1:04:13

There were far more unmet needs, and they were built out over time.

1:04:16

We used to have about a 100 p couple of 100 pieces of content in our system, and now we have over 2000 pieces of content.

1:04:23

So it's very rare.

1:04:24

We get something that's within city jurisdiction that is not responded to.

1:04:30

But if we do, there is a process for it.

Gale A. Brewer

1:04:32

Okay.

1:04:32

So why wasn't sirens dealt with in that context?

Joe Morrisroe

1:04:36

In this case, we were to pass that information on to agencies that may be the likely place for that.

1:04:40

But until an agency is set up to handle those or to accept those for 301, we don't have the ability time.

Gale A. Brewer

1:04:46

Thank you, ma'am.

1:04:46

I'm chair.

1:04:47

I will fix that problem.

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