File #: Int 1155-2023    Version: * Name: Requiring the 311 customer service center to accept requests for service and complaints using video call functionality.
Type: Introduction Status: Filed (End of Session)
Committee: Committee on Technology
On agenda: 8/3/2023
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 accept requests for service and complaints using video call functionality
Sponsors: Public Advocate Jumaane Williams, Eric Dinowitz, Farah N. Louis, Shahana K. Hanif, Gale A. Brewer, Kristin Richardson Jordan, Kevin C. Riley
Council Member Sponsors: 7
Summary: This bill would require that the 311 customer service center have the ability to conduct video calls. These calls would be required to use upon request standard real-time captioning services in English or the 10 designated citywide languages as defined by the Mayor’s Office: Spanish, Chinese (including Mandarin, Cantonese, and Taiwanese), Russian, Bengali, Haitian Creole, Korean, Arabic, Urdu, French, and Polish. The 311 customer service center would also be required to ensure that at all times at least three call takers fluent in American Sign Language are available.
Attachments: 1. Summary of Int. No. 1155, 2. Int. No. 1155, 3. August 3, 2023 - Stated Meeting Agenda, 4. Hearing Transcript - Stated Meeting 8-3-23, 5. Minutes of the Stated Meeting - August 3, 2023
Date Ver.Prime SponsorAction ByActionResultAction DetailsMeeting DetailsMultimedia
12/31/2023*Public Advocate Jumaane Williams City Council Filed (End of Session)  Action details Meeting details Not available
8/3/2023*Public Advocate Jumaane Williams City Council Referred to Comm by Council  Action details Meeting details Not available
8/3/2023*Public Advocate Jumaane Williams City Council Introduced by Council  Action details Meeting details Not available

Int. No. 1155

 

By the Public Advocate (Mr. Williams) and Council Members Dinowitz, Louis, Hanif, Brewer, Richardson Jordan and Riley

 

A Local Law to amend the administrative code of the city of New York, in relation to requiring the 311 customer service center to accept requests for service and complaints using video call functionality

 

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 Service requests or complaints; video functions. a. The commissioner of information technology and telecommunications shall ensure that any website or mobile device application used by the 311 customer service center for the intake of 311 requests from the public is capable of video call functionality in connection with all requests for service and complaints.

b. Any video call taken pursuant to this section shall have the ability to be displayed with communication access real-time translation or similar captioning in English and, upon request and if technically feasible, each of the designated citywide languages as defined in section 23-1101. At all times the 311 customer service center shall have at least 3 call takers fluent in American Sign Language available for such video calls.

c. If the 311 customer service center records a video call in which a request for service or complaint was made, the department shall make such recording or a transcript thereof available to inspectors or other appropriate employees or contractors of relevant agencies. Such recordings or transcripts shall be kept in accordance with any applicable data retention policies of the department of information technology and telecommunications.

d. This section shall not be construed to require the 311 customer service center to record a video call in which a request for service or complaint is made, nor to prohibit such center from accepting a request for service or complaint by means other than a video call, at the requestor’s or complainant’s option.

§ 2. This local law takes effect 180 days after it becomes law.

 

 

 

 

 

 

NAW

LS #4081

11/23/22 12:44 PM