Int 0528-2011

Be it enacted by the Council as follows: Section 1. Title 23 of the administrative code of the city of New York is amended by adding a new chapter 3 to read as follows: Chapter 3. NON-EMERGENCY CITY SERVICES §23-301 Tracking Information Provided. §23-302 High Call Volume Protocol. §23-301 Tracking information provided. 311 customer service center call takers shall provide the caller with a unique identifier for such call taker at the beginning of every call and a tracking number for every call that results in a request for service or complaint being filed with a city agency. §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. b. A copy of such protocol shall be provided to the council. § 2. This local law shall take effect one hundred eighty days after its enactment, except that the director of the mayor’s office of operations shall take such measures as are necessary for its implementation, including the promulgation of rules, prior to such effective date. jtb/jjh LS #2037 Cr-2/23/2011 Sv-4/4/2011 5:01:00 PM