Int 0908-2023

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 29 for the year 2011, is amended to read as follows: � 23-302 High call volume protocol. a. No later than [September 30, 2011] August 31, 2023, 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 estimated wait time to callers. � 2. This local law takes effect immediately. JLB LS #11547 1/26/2023 11:09 AM 1 2