File #: Int 0822-2024    Version: * Name: Requiring the 311 customer service center to indicate that an agency is unable to respond to a service request or complaint and implement protocols providing proof of action.
Type: Introduction Status: Committee
Committee: Committee on Technology
On agenda: 4/18/2024
Enactment date: Law number:
Title: A Local Law to amend the administrative code of the city of New York, in relation to requiring the 311 customer service center to indicate that an agency is unable to respond to a service request or complaint and implement protocols providing proof of action
Sponsors: Robert F. Holden, James F. Gennaro, Justin L. Brannan, Farah N. Louis, Lynn C. Schulman, Lincoln Restler, Nantasha M. Williams, Joseph C. Borelli, Vickie Paladino, David M. Carr
Council Member Sponsors: 10
Summary: This bill would require that if an agency is unable to take action on a 311 service request or complaint, the 311 customer service center (NYC311) must indicate in the description of the action taken on a 311 request or complaint in the 311 system that the responding agency is unable to resolve the request. The responding agency would also be required to indicate their ability to respond to a complaint or service request to NYC311. This bill would also require NYC311, in consultation with relevant agencies, to develop and implement protocols to provide proof of action taken when a responding agency resolves a 311 request for service or complaint.
Attachments: 1. Summary of Int. No. 822, 2. Int. No. 822, 3. April 18, 2024 - Stated Meeting Agenda, 4. Hearing Transcript - Stated Meeting 4-18-24, 5. Committee Report 4/25/24, 6. Hearing Testimony 4/25/24, 7. Hearing Transcript 4/25/24, 8. Minutes of the Stated Meeting - April 18, 2024
Date Ver.Prime SponsorAction ByActionResultAction DetailsMeeting DetailsMultimedia
4/25/2024*Robert F. Holden Committee on Technology Hearing Held by Committee  Action details Meeting details Not available
4/25/2024*Robert F. Holden Committee on Technology Laid Over by Committee  Action details Meeting details Not available
4/18/2024*Robert F. Holden City Council Referred to Comm by Council  Action details Meeting details Not available
4/18/2024*Robert F. Holden City Council Introduced by Council  Action details Meeting details Not available

Int. No. 822

 

By Council Members Holden, Gennaro, Brannan, Louis, Schulman, Restler, Williams, Borelli, Paladino and Carr

 

A Local Law to amend the administrative code of the city of New York, in relation to requiring the 311 customer service center to indicate that an agency is unable to respond to a service request or complaint and implement protocols providing proof of action

 

Be it enacted by the Council as follows:

 

Section 1. Chapter 3 of title 23 of the administrative code of the city of New York is amended by adding a new section 23-311 to read as follows:

§ 23-311 Agency response to service requests and complaints. a. If an agency that receives a request for service or complaint through the 311 customer service center is unable to take action on such request for service or complaint within 24 hours, the 311 customer service center shall indicate in the description of the action taken on such request for service or complaint that the responding agency is currently unable to respond to the request for service or complaint. The responding agencies shall indicate to the 311 customer service center if they are unable to take action on a request for service or complaint.

b. The 311 customer service center, in consultation with relevant agencies, shall develop and implement protocols for responding agencies to provide proof of any action taken by the responding agency once a request for service or complaint is resolved. The responding agencies shall provide proof to the 311 customer service center of any action taken pursuant to protocols developed pursuant to this subdivision.

§ 2. This local law takes effect immediately.

 

Session 13

LS #13004/1147

1/25/2024

 

Session 12

DPM

LS #13004/1147

10/12/2023 2:42 PM