Int 1830-2019
Publication of 311 service level agreements.
IntroductionEnactedCommittee on Governmental Operationsintroduced 2019-12-19Local Law 2021/027
Enacted as Local Law 2021/027.
Official record · Legistar
Agenda: 2019-12-19Passed: 2021-03-14Enacted: 2021-03-14
Summary
This bill would require 311 to post each agency’s service level agreements on the Open Data portal, provide a link to such posting on the 311 website, and maintain a separate page on the 311 website providing general background information on service level agreements. Service level agreements set forth the number of day within which each agency will respond to and close a request for service or complaint.
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
24% of similar bills passed
12 passed · 38 died
This bill: 419 days in committee
Similar bills: median 414 days · 253 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 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
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 1002-2018
Requiring the 311 customer service center to indicate that an agency is unable to respond to a service request or complaint.
1282dFiled
Int 0525-2003
311 Citizen Service Center hotline.
133dFiled
Int 0164-2006
Require all City agencies to respond to FOIL requests according to a prescribed timetable.
1401dFiled
Int 0369-2003
Require all City agencies to respond to FOIL requests according to a prescribed timetable.
321dFiled
+ 44 more comparable bills
Sponsors (8)
Lifecycle
IntroducedIntroduced by Council
2019-12-19 · City Council
ActionReferred to Comm by Council
2019-12-19 · City Council
HeardHearing Held by Committee
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
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 (9)
Aye (9)
Kalman Yeger Fernando Cabrera Darma V. DiazBen KallosStephen T. LevinAlan N. MaiselBill PerkinsKeith Powers Ydanis A. Rodriguez
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 · 2019-12-19 · 1:30 PM · Council Chambers - City Hall
Attachments (20)
- Summary of Int. No. 1830-A
- Summary of Int. No. 1830
- Int. No. 1830
- December 19, 2019 - Stated Meeting Agenda with Links to Files
- Hearing Transcript - Stated Meeting 12-19-19
- Minutes of the Stated Meeting - December 19, 2019
- Committee Report 1/21/20
- Hearing Testimony 1/21/20
- Hearing Transcript 1/21/20
- Proposed Int. No. 1830-A - 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. 1830-A (FINAL)
- Fiscal Impact Statement
- Legislative Documents - Letter to the Mayor
- Local Law 27
Full text
Be it enacted by the Council as follows:
Section 1. a. The 311 customer service center shall:
1. Post on the single web portal described in section 23-502 of the administrative code of the city of New York each agency's service level agreements;
2. Provide a link to such posting in a conspicuous location on the 311 customer service center's website; and
3. Create and maintain on a separate page of the 311 customer service center's website information about service level agreements.
b. For purposes of this section, the term "service level agreement" means the maximum number of hours or days within which an agency has committed to review, take action on and close a particular category of requests for service or complaints referred by the 311 customer service center to such agency.
� 2. Section 23-305 of the administrative code of the city of New York, as added by a local law for the year 2021 amending the administrative code of the city of New York, relating to 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, as proposed in introduction number 1832 for the year 2019, is amended to read as follows:
� 23-305 Service level agreements. a. Publication. The 311 customer service center shall:
1. Post on the single web portal described in section 23-502 of this code each agency's service level agreements;
2. Provide a link to such posting in a conspicuous location on the 311 customer service center's website; and
3. Create and maintain on a separate page of the 311 customer service center's website information about service level agreements.
b. Notification to agencies. The 311 customer service center shall notify the applicable agency when a customer's request for service, or complaint, referred by the 311 customer service center to such agency has not been closed within the time specified by such agency's service level agreement.
c. Definition. For purposes of this section, the term "service level agreement" means the maximum number of hours or days within which an agency has committed to review, take action on and close a particular category of requests for service or complaints referred by the 311 customer service center to such agency.
� 3. This local law takes effect 120 days after it becomes law, provided, however that section one of this local law is deemed repealed, and section two of this local law takes effect, on the date on which the local law for the year 2021 amending the administrative code of the city of New York, relating to 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, as proposed in introduction number 1832 for the year 2019, takes effect.
DFC/cjm
LS #10237
02/03/2021
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