File #: Int 1224-2023    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: Filed (End of Session)
Committee: Committee on Technology
On agenda: 10/19/2023
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, Selvena N. Brooks-Powers, Jennifer Gutiérrez, Lincoln Restler, Erik D. Bottcher
Council Member Sponsors: 5
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. 1224, 2. Int. No. 1224, 3. October 19, 2023 - Stated Meeting Agenda, 4. Hearing Transcript - Stated Meeting 10-19-23, 5. Minutes of the Stated Meeting - October 19, 2023
Date Ver.Prime SponsorAction ByActionResultAction DetailsMeeting DetailsMultimedia
12/31/2023*Robert F. Holden City Council Filed (End of Session)  Action details Meeting details Not available
10/19/2023*Robert F. Holden City Council Referred to Comm by Council  Action details Meeting details Not available
10/19/2023*Robert F. Holden City Council Introduced by Council  Action details Meeting details Not available

Int. No. 1224

 

By Council Members Holden, Brooks-Powers, Gutiérrez, Restler and Bottcher

 

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.

 

 

 

DPM

LS #13004/1147

10/12/2023 2:42 PM