Section 23-301
§ 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.
Section 23-302
§ 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.
To the extent possible under law, Friends of Devin Balkind for Public Advocate has waived all copyright and related or neighboring rights to New York City Administrative Code. This work is published from: United States.
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