New York City Council Header
File #: Int 1525-2019    Version: * Name: Conducting 311 customer satisfaction surveys in designated citywide languages.
Type: Introduction Status: Committee
Committee: Committee on Technology
On agenda: 4/18/2019
Enactment date: Law number:
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
Council Member Sponsors: 2
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 New York City 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: Agency Rule-making Required, Report Required
Attachments: 1. Summary of Int. No. 1525, 2. Int. No. 1525, 3. April 18, 2019 - Stated Meeting Agenda with Links to Files, 4. Hearing Transcript - Stated Meeting 4-18-19, 5. Minutes of the Stated Meeting - April 18, 2019

Int. No. 1525

 

By Council Members Koo and Cabrera

 

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 23-304 to read as follows:

§ 23-304 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 the overall level of satisfaction with 311 service.

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

b. The 311 customer service center shall annually conduct at least five customer satisfaction surveys.

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 commissioner 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

LS # 9782

3/27/19