Int 0584-2024

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 number 29 for the year 2011, is amended to read as follows: � 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; and (iv) a virtual queue system that provides an estimated wait time to callers when the estimated wait time is more than 60 seconds. � 2. This local law takes effect on June 30, 2025. Session 13 IB LS #11547 5/15/2024 9:20 PM Session 12 JLB LS #11547 1/26/2023 11:09 AM 1 2