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File #: Int 1830-2019    Version: Name: Publication of 311 service level agreements.
Type: Introduction Status: Enacted
Committee: Committee on Governmental Operations
On agenda: 12/19/2019
Enactment date: 3/14/2021 Law number: 2021/027
Title: A Local Law to amend the administrative code of the city of New York, in relation to publication of 311 service level agreements
Sponsors: Diana I. Ayala, Kalman Yeger , Ben Kallos, Justin L. Brannan, Darma V. Diaz, Brad S. Lander, Inez D. Barron, Eric A. Ulrich
Council Member Sponsors: 8
Summary: This bill would require 311 to post each agency’s service level agreements on the Open Data portal, provide a link to such posting on the 311 website, and maintain a separate page on the 311 website providing general background information on service level agreements. Service level agreements set forth the number of day within which each agency will respond to and close a request for service or complaint.
Attachments: 1. Summary of Int. No. 1830-A, 2. Summary of Int. No. 1830, 3. Int. No. 1830, 4. December 19, 2019 - Stated Meeting Agenda with Links to Files, 5. Hearing Transcript - Stated Meeting 12-19-19, 6. Minutes of the Stated Meeting - December 19, 2019, 7. Committee Report 1/21/20, 8. Hearing Testimony 1/21/20, 9. Hearing Transcript 1/21/20, 10. Proposed Int. No. 1830-A - 2/11/21, 11. Committee Report 2/11/21, 12. Hearing Transcript 2/11/21, 13. Committee Report - Stated Meeting, 14. February 11, 2021 - Stated Meeting Agenda with Links to Files, 15. Hearing Transcript - Stated Meeting 2-11-21, 16. Minutes of the Stated Meeting - February 11, 2021, 17. Int. No. 1830-A (FINAL), 18. Fiscal Impact Statement, 19. Legislative Documents - Letter to the Mayor, 20. Local Law 27
Date Ver.Prime SponsorAction ByActionResultAction DetailsMeeting DetailsMultimedia
3/15/2021ADiana I. Ayala City Council Returned Unsigned by Mayor  Action details Meeting details Not available
3/14/2021ADiana I. Ayala Administration City Charter Rule Adopted  Action details Meeting details Not available
2/11/2021ADiana I. Ayala City Council Sent to Mayor by Council  Action details Meeting details Not available
2/11/2021ADiana I. Ayala City Council Approved by CouncilPass Action details Meeting details Not available
2/11/2021*Diana I. Ayala Committee on Governmental Operations Hearing Held by Committee  Action details Meeting details Not available
2/11/2021*Diana I. Ayala Committee on Governmental Operations Amendment Proposed by Comm  Action details Meeting details Not available
2/11/2021*Diana I. Ayala Committee on Governmental Operations Amended by Committee  Action details Meeting details Not available
2/11/2021ADiana I. Ayala Committee on Governmental Operations Approved by CommitteePass Action details Meeting details Not available
1/21/2020*Diana I. Ayala Committee on Technology Laid Over by Committee  Action details Meeting details Not available
1/21/2020*Diana I. Ayala Committee on Technology Hearing Held by Committee  Action details Meeting details Not available
1/21/2020*Diana I. Ayala Committee on Governmental Operations Laid Over by Committee  Action details Meeting details Not available
1/21/2020*Diana I. Ayala Committee on Governmental Operations Hearing Held by Committee  Action details Meeting details Not available
12/19/2019*Diana I. Ayala City Council Referred to Comm by Council  Action details Meeting details Not available
12/19/2019*Diana I. Ayala City Council Introduced by Council  Action details Meeting details Not available

Int. No. 1830-A

 

By Council Members Ayala, Yeger, 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 publication of 311 service level agreements

 

Be it enacted by the Council as follows:

 

Section 1. a. The 311 customer service center shall:

1. Post on the single web portal described in section 23-502 of the administrative code of the city of New York each agency’s service level agreements;

2. Provide a link to such posting in a conspicuous location on the 311 customer service center’s website; and

3. Create and maintain on a separate page of the 311 customer service center’s website information about service level agreements.

b. For purposes of this section, the term “service level agreement” means the maximum number of hours or days within which an agency has committed to review, take action on and close a particular category of requests for service or complaints referred by the 311 customer service center to such agency.

§ 2. Section 23-305 of the administrative code of the city of New York, as added by a local law for the year 2021 amending the administrative code of the city of New York, relating to requiring 311 to notify each agency when a request for service or complaint has not been closed within the number of days specified by such agency’s service level agreement, as proposed in introduction number 1832 for the year 2019, is amended to read as follows: 

§ 23-305 Service level agreements. a. Publication. The 311 customer service center shall:

1. Post on the single web portal described in section 23-502 of this code each agency’s service level agreements;

2. Provide a link to such posting in a conspicuous location on the 311 customer service center’s website; and

3. Create and maintain on a separate page of the 311 customer service center’s website information about service level agreements.

b. Notification to agencies. The 311 customer service center shall notify the applicable agency when a customer’s request for service, or complaint, referred by the 311 customer service center to such agency has not been closed within the time specified by such agency’s service level agreement.

c. Definition. For purposes of this section, the term “service level agreement” means the maximum number of hours or days within which an agency has committed to review, take action on and close a particular category of requests for service or complaints referred by the 311 customer service center to such agency.

§ 3. This local law takes effect 120 days after it becomes law, provided, however that section one of this local law is deemed repealed, and section two of this local law takes effect, on the date on which the local law for the year 2021 amending the administrative code of the city of New York, relating to requiring 311 to notify each agency when a request for service or complaint has not been closed within the number of days specified by such agency’s service level agreement, as proposed in introduction number 1832 for the year 2019, takes effect.

 

 

 

 

 

DFC/cjm

LS #10237

02/03/2021