File #: Int 0584-2024    Version: Name: Providing an estimated wait time to 311 call center customers.
Type: Introduction Status: Enacted (Mayor's Desk for Signature)
Committee: Committee on Technology
On agenda: 3/7/2024
Enactment date: Law number:
Title: A Local Law to amend the administrative code of the city of New York, in relation to providing an estimated wait time to 311 call center customers
Sponsors: Eric Dinowitz, Shahana K. Hanif, James F. Gennaro, Gale A. Brewer, Farah N. Louis, Julie Menin, Lynn C. Schulman, Kamillah Hanks, Amanda Farías, Julie Won, Carlina Rivera , Inna Vernikov
Council Member Sponsors: 12
Summary: This bill would require the 311 call center to implement a virtual queue system that provides an estimated wait time for telephone callers. The bill would require this feature to be in place on June 30, 2025.
Attachments: 1. Summary of Int. No. 584-A, 2. Summary of Int. No. 584, 3. Int. No. 584, 4. March 7, 2024 - Stated Meeting Agenda, 5. Hearing Transcript - Stated Meeting 3-7-24, 6. Committee Report 4/25/24, 7. Hearing Testimony 4/25/24, 8. Hearing Transcript 4/25/24, 9. Proposed Int. No. 584-A - 5/20/24, 10. Committee Report 5/23/24, 11. Committee Report - Stated Meeting, 12. Fiscal Impact Statement, 13. May 23, 2024 - Stated Meeting Agenda, 14. Hearing Transcript - Stated Meeting 5-23-24
Date Ver.Prime SponsorAction ByActionResultAction DetailsMeeting DetailsMultimedia
5/23/2024AEric Dinowitz City Council Sent to Mayor by Council  Action details Meeting details Not available
5/23/2024AEric Dinowitz City Council Approved by CouncilPass Action details Meeting details Not available
5/23/2024*Eric Dinowitz Committee on Technology Hearing Held by Committee  Action details Meeting details Not available
5/23/2024*Eric Dinowitz Committee on Technology Amendment Proposed by Comm  Action details Meeting details Not available
5/23/2024*Eric Dinowitz Committee on Technology Amended by Committee  Action details Meeting details Not available
5/23/2024AEric Dinowitz Committee on Technology Approved by CommitteePass Action details Meeting details Not available
4/25/2024*Eric Dinowitz Committee on Technology Hearing Held by Committee  Action details Meeting details Not available
4/25/2024*Eric Dinowitz Committee on Technology Laid Over by Committee  Action details Meeting details Not available
3/7/2024*Eric Dinowitz City Council Referred to Comm by Council  Action details Meeting details Not available
3/7/2024*Eric Dinowitz City Council Introduced by Council  Action details Meeting details Not available

Int. No. 584-A

 

By Council Members Dinowitz, Hanif, Gennaro, Brewer, Louis, Menin, Schulman, Hanks, Farías, Won, Rivera and Vernikov

 

A Local Law to amend the administrative code of the city of New York, in relation to providing an estimated wait time to 311 call center customers

 

Be it enacted by the Council as follows:

 

Section 1. Subdivision a of section 23-302 of the administrative code of the city of New York, as added by local law number 29 for the year 2011, is amended to read as follows:

§ 23-302 High call volume protocol. a. No later than September 30, 2011, the 311 customer service center shall implement a protocol for responding to high call volume. Such protocol shall include, but not be limited to, (i) a system to efficiently and effectively answer, direct and track all calls; (ii) increased utilization of automated telephone messages, short message services, social media, email alerts, and the city's website to disseminate information and to reduce non-critical information requests; [and] (iii) a plan to ensure adequate staffing both in anticipation of, and in response to, high call volume incidents; and (iv) a virtual queue system that provides an estimated wait time to callers when the estimated wait time is more than 60 seconds.

§ 2. This local law takes effect on June 30, 2025.

 

 

 

Session 13

IB
LS #11547

5/15/2024 9:20 PM

 

Session 12

JLB

LS #11547

1/26/2023 11:09 AM