File #: Int 0584-2024    Version: * Name: Providing an estimated wait time to 311 call center customers.
Type: Introduction Status: Committee
Committee: Committee on Technology
On agenda: 3/7/2024
Enactment date: Law number:
Title: A Local Law to amend the administrative code of the city of New York, in relation to providing an estimated wait time to 311 call center customers
Sponsors: Eric Dinowitz, Shahana K. Hanif, James F. Gennaro, Gale A. Brewer, Farah N. Louis, Julie Menin
Council Member Sponsors: 6
Summary: This bill would require the 311 call center to implement a virtual queue system that provides an estimated wait time for telephone callers. The bill would require this feature to be in place by August 31, 2023.
Attachments: 1. Summary of Int. No. 584, 2. Int. No. 584, 3. March 7, 2024 - Stated Meeting Agenda, 4. Hearing Transcript - Stated Meeting 3-7-24, 5. Committee Report 4/25/24

Int. No. 584

 

By Council Members Dinowitz, Hanif, Gennaro, Brewer, Louis and Menin

 

A Local Law to amend the administrative code of the city of New York, in relation to providing an estimated wait time to 311 call center customers

 

Be it enacted by the Council as follows:

 

Section 1. Subdivision a of section 23-302 of the administrative code of the city of New York, as added by local law 29 for the year 2011, is amended to read as follows:

§ 23-302 High call volume protocol. a. No later than [September 30, 2011] August 31, 2023, the 311 customer service center shall implement a protocol for responding to high call volume. Such protocol shall include, but not be limited to, (i) a system to efficiently and effectively answer, direct and track all calls; (ii) increased utilization of automated telephone messages, short message services, social media, email alerts, and the city's website to disseminate information and to reduce non-critical information requests; [and] (iii) a plan to ensure adequate staffing both in anticipation of, and in response to, high call volume incidents; and (iv) a virtual queue system that provides estimated wait time to callers.

§ 2. This local law takes effect immediately.

 

 

 

Session 13

LS #11547

1/16/2024

 

Session 12

JLB

LS #11547

1/26/2023 11:09 AM