Int 1525-2019
Conducting 311 customer satisfaction surveys in designated citywide languages.
IntroductionEnactedCommittee on Governmental Operationsintroduced 2019-04-18Local Law 2021/026
Enacted as Local Law 2021/026.
Official record · Legistar
Agenda: 2019-04-18Passed: 2021-03-14Enacted: 2021-03-14
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 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.
Committee on Governmental Operations — Municipal governmental structure and organization, Department of Citywide Administrative Services, Office of Administrative Trials and Hearings, Community Boards, Tax Commission, Board of Standards and Appeals, Campaign Finance Board, Board of Elections, Voter Assistance Commission, Commission on Public Information and Communication, Department of Records and Information Services, Financial Information Services Agency and Law Department.
How it compares
26% of similar bills passed
13 passed · 37 died
This bill: 664 days in committee
Similar bills: median 593 days · 215 days when passed
Compared against 50 Introduction bills in Committee on Governmental Operations.
Ranked by how closely each matches this bill's topic — closest first:
Int 0753-2022
Requiring the 311 customer service center to conduct customer satisfaction surveys after each 311 call intake is closed and to publish agency report cards
445dFiled
Int 0525-2003
311 Citizen Service Center hotline.
133dFiled
Int 1181-2016
Improving access to city services for limited English proficiency individuals.
264dEnacted
Int 0989-2023
Requiring the department of citywide administrative services to provide civil service exams in languages other than English.
264dFiled
Int 1830-2019
Publication of 311 service level agreements.
419dEnacted
Int 1832-2019
Requiring 311 to notify each agency when a request for service or complaint has not been closed within the number of days specified by such agency’s service level agreement.
405dEnacted
+ 44 more comparable bills
Sponsors (9)
Lifecycle
IntroducedIntroduced by Council
2019-04-18 · City Council
ActionReferred to Comm by Council
2019-04-18 · City Council
ActionRe-referred to Committee by Council
2019-12-11 · City Council
HeardHearing Held by Committee
2020-01-21 · Committee on Governmental Operations
ActionAmendment Proposed by Comm
2020-01-21 · Committee on Governmental Operations
HeldLaid Over by Committee
2020-01-21 · Committee on Governmental Operations
HeardHearing Held by Committee
2020-01-21 · Committee on Technology
ActionAmendment Proposed by Comm
2020-01-21 · Committee on Technology
HeldLaid Over by Committee
2020-01-21 · Committee on Technology
HeardHearing Held by Committee
2021-02-11 · Committee on Governmental Operations
ActionAmendment Proposed by Comm
2021-02-11 · Committee on Governmental Operations
ActionAmended by Committee
2021-02-11 · Committee on Governmental Operations
AdvancedApproved by Committee
2021-02-11 · Committee on Governmental Operations
AdvancedApproved by Council
2021-02-11 · City Council
ActionSent to Mayor by Council
2021-02-11 · City Council
AdvancedCity Charter Rule Adopted
2021-03-14 · Administration
ActionReturned Unsigned by Mayor
2021-03-15 · City Council
Votes (16)
Aye (16)
Corey D. JohnsonAdrienne E. AdamsDiana I. AyalaJoseph C. BorelliJustin L. BrannanAlicka Ampry-Samuel Inez D. BarronStephen T. LevinFernando Cabrera Darma V. DiazBen KallosAlan N. MaiselBill PerkinsKeith Powers Ydanis A. RodriguezKalman Yeger
Heard at (5)
City Council · 2021-02-11 · 1:30 PM · - REMOTE HEARING (VIRTUAL ROOM 1) -
Committee on Governmental Operations · 2021-02-11 · 9:00 AM · REMOTE HEARING (VIRTUAL ROOM 1)
Committee on Governmental Operations · 2020-01-21 · 10:30 AM · 250 Broadway - Committee Rm, 14th Fl.
Committee on Technology · 2020-01-21 · 10:30 AM · 250 Broadway - Committee Rm, 14th Fl.
City Council · 2019-04-18 · 1:30 PM · Council Chambers - City Hall
Attachments (22)
- Summary of Int. No. 1525-B
- Summary of Int. No. 1525-A
- Summary of Int. No. 1525
- Int. No. 1525
- April 18, 2019 - Stated Meeting Agenda with Links to Files
- Hearing Transcript - Stated Meeting 4-18-19
- Minutes of the Stated Meeting - April 18, 2019
- Proposed Int. No. 1525-A - 12/11/19
- Committee Report 1/21/20
- Hearing Testimony 1/21/20
- Hearing Transcript 1/21/20
- Proposed Int. No. 1525-B - 2/11/21
- Committee Report 2/11/21
- Hearing Transcript 2/11/21
- Committee Report - Stated Meeting
- February 11, 2021 - Stated Meeting Agenda with Links to Files
- Hearing Transcript - Stated Meeting 2-11-21
- Minutes of the Stated Meeting - February 11, 2021
- Int. No. 1525-A (FINAL)
- Fiscal Impact Statement
- Legislative Documents - Letter to the Mayor
- Local Law 26
Full text
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 23-306 to read as follows:
� 23-306 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 their overall level of satisfaction with 311 call intake.
Designated citywide languages. The term "designated citywide languages" has the same meaning as such term is defined in section 23-1101.
b. The 311 customer service center shall annually conduct at least five campaigns in which customer satisfaction surveys are sent to individuals who have contacted the 311 customer service center in the previous six months.
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 department 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/dfc/cjm
LS # 9782
01/29/2021
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