File #: Int 0170-2026    Version: * Name: Requiring the 311 customer service center to provide live chat functionality.
Type: Introduction Status: Committee
Committee: Committee on Technology
On agenda: 1/29/2026
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 provide live chat functionality
Sponsors: Eric Dinowitz, Farah N. Louis, Crystal Hudson, Shahana K. Hanif
Council Member Sponsors: 4
Summary: This bill would require the Department of Information Technology and Telecommunications to provide a live chat option within the 311 customer service center website and mobile application, and to transit live chat logs to agency representatives or inspectors.
Attachments: 1. Summary of Int. No. 170, 2. Int. No. 170, 3. January 29, 2026 - Stated Meeting Agenda, 4. Hearing Transcript - Stated Meeting 1-29-26

Int. No. 170

 

By Council Members Dinowitz, Louis, Hudson and Hanif

 

A Local Law to amend the administrative code of the city of New York, in relation to requiring the 311 customer service center to provide live chat 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 23-312 to read as follows:

§ 23-312 Service requests or complaints; live chat. Any website or mobile device application used by the 311 customer service center for the intake of 311 requests from the public shall be capable of live chat functionality in connection with all requests for service or complaints. Such live chat functionality shall include, at minimum, a text-based instant messaging service that allows for synchronous written communication with a natural person. The department of information technology and telecommunications shall transmit live chat logs to relevant agencies and shall make such logs available to inspectors or other relevant persons within such agencies.

§ 2. This local law takes effect 120 days after it becomes law.

NAW

LS #6332

Int. #0583-2024

1/5/2026 3:41 PM