New York City Council Header
File #: Int 1525-2019    Version: Name: Conducting 311 customer satisfaction surveys in designated citywide languages.
Type: Introduction Status: Enacted
Committee: Committee on Governmental Operations
On agenda: 4/18/2019
Enactment date: 3/14/2021 Law number: 2021/026
Title: A Local Law to amend the administrative code of the city of New York, in relation to conducting 311 customer satisfaction surveys in designated citywide languages
Sponsors: Peter A. Koo, Fernando Cabrera , Diana Ayala , Ben Kallos, Justin L. Brannan, Darma V. Diaz, Brad S. Lander, Inez D. Barron, Eric A. Ulrich
Council Member Sponsors: 9
Summary: This bill would require the 311 customer service center to conduct at least five annual customer satisfaction surveys. The bill would require each customer satisfaction survey conducted in relation to 311 user experience to be offered, in addition to English, in ten designated citywide languages, as determined based on United States census data and New York City Department of Education data. The bill would require the Department of Information Technology and Telecommunications to submit an annual report containing the results of any such survey, disaggregated by the language in which the survey was conducted.
Indexes: Report Required
Attachments: 1. Summary of Int. No. 1525-B, 2. Summary of Int. No. 1525-A, 3. Summary of Int. No. 1525, 4. Int. No. 1525, 5. April 18, 2019 - Stated Meeting Agenda with Links to Files, 6. Hearing Transcript - Stated Meeting 4-18-19, 7. Minutes of the Stated Meeting - April 18, 2019, 8. Proposed Int. No. 1525-A - 12/11/19, 9. Committee Report 1/21/20, 10. Hearing Testimony 1/21/20, 11. Hearing Transcript 1/21/20, 12. Proposed Int. No. 1525-B - 2/11/21, 13. Committee Report 2/11/21, 14. Hearing Transcript 2/11/21, 15. Committee Report - Stated Meeting, 16. February 11, 2021 - Stated Meeting Agenda with Links to Files, 17. Hearing Transcript - Stated Meeting 2-11-21, 18. Minutes of the Stated Meeting - February 11, 2021, 19. Int. No. 1525-A (FINAL), 20. Fiscal Impact Statement, 21. Legislative Documents - Letter to the Mayor, 22. Local Law 26
Date Ver.Prime SponsorAction ByActionResultAction DetailsMeeting DetailsMultimedia
3/15/2021BPeter A. Koo City Council Returned Unsigned by Mayor  Action details Meeting details Not available
3/14/2021BPeter A. Koo Administration City Charter Rule Adopted  Action details Meeting details Not available
2/11/2021BPeter A. Koo City Council Sent to Mayor by Council  Action details Meeting details Not available
2/11/2021BPeter A. Koo City Council Approved by CouncilPass Action details Meeting details Not available
2/11/2021*Peter A. Koo Committee on Governmental Operations Hearing Held by Committee  Action details Meeting details Not available
2/11/2021*Peter A. Koo Committee on Governmental Operations Amendment Proposed by Comm  Action details Meeting details Not available
2/11/2021*Peter A. Koo Committee on Governmental Operations Amended by Committee  Action details Meeting details Not available
2/11/2021BPeter A. Koo Committee on Governmental Operations Approved by CommitteePass Action details Meeting details Not available
1/21/2020*Peter A. Koo Committee on Technology Laid Over by Committee  Action details Meeting details Not available
1/21/2020*Peter A. Koo Committee on Technology Amendment Proposed by Comm  Action details Meeting details Not available
1/21/2020*Peter A. Koo Committee on Technology Hearing Held by Committee  Action details Meeting details Not available
1/21/2020*Peter A. Koo Committee on Governmental Operations Laid Over by Committee  Action details Meeting details Not available
1/21/2020*Peter A. Koo Committee on Governmental Operations Amendment Proposed by Comm  Action details Meeting details Not available
1/21/2020*Peter A. Koo Committee on Governmental Operations Hearing Held by Committee  Action details Meeting details Not available
12/11/2019APeter A. Koo City Council Re-referred to Committee by Council  Action details Meeting details Not available
4/18/2019*Peter A. Koo City Council Referred to Comm by Council  Action details Meeting details Not available
4/18/2019*Peter A. Koo City Council Introduced by Council  Action details Meeting details Not available

Int. No. 1525-B

 

By Council Members Koo, Cabrera, Ayala, Kallos, Brannan, D. Diaz, Lander, Barron and Ulrich

 

A Local Law to amend the administrative code of the city of New York, in relation to conducting 311 customer satisfaction surveys in designated citywide languages

 

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 23-306 to read as follows:

§ 23-306 Customer satisfaction survey. a. Definitions. As used in this section, the following terms have the following meanings:

Customer satisfaction survey. The term “customer satisfaction survey” means a survey used to evaluate the experiences of individuals who contact the 311 customer service center and to determine their overall level of satisfaction with 311 call intake.

Designated citywide languages. The term “designated citywide languages” has the same meaning as such term is defined in section 23-1101.

b. The 311 customer service center shall annually conduct at least five campaigns in which customer satisfaction surveys are sent to individuals who have contacted the 311 customer service center in the previous six months.

c. Every customer satisfaction survey administered by the 311 customer service center or by an entity contracting with the city to conduct such customer satisfaction survey shall be made available in all designated citywide languages.

d. No later than July 1 of each year, the department of information technology and telecommunications shall issue a report to the speaker of the council and the mayor including the results of each survey required by subdivision b of this section, disaggregated by the language in which such survey was conducted.

§ 2. This local law takes effect 90 days after it becomes law.

 

 

 

 

 

 

 

 

 

 

AS/dfc/cjm

LS # 9782

01/29/2021