De La Rosa asks about Local Law 97 process for new complaint types
Chair asks for the end-to-end process under Local Law 97. Morrisroe says public suggestions come to 311, are reviewed by Customer Relations, then agency relations, and agencies decide whether to add a service request; 311 reports annually on progress.
Going into complaint types, local law 97 of 2022, can you walk us through from the beginning to the end the process for creating a new complaint or service request type for 311, which we kind of talked about a little bit.
Okay.
Thank you for that clarifying specific to the local law 97 process or.
Yeah.
Okay.
So since local law 97 has been in effect, the public can recommend or suggest or request a service request.
I'm kind of generalizing that, but there's a vehicle where they can do that.
It comes into 311.
We have a team that receives that and does the initial intake on it.
And basically everything that comes in is considered the starting point, right?
Our team, that fabulous CX team that I keep referencing, they have a group called Customer Relations who takes the first kind of look at this.
And one of the first things we do is, does this already exist?
You know, it's just in a different way.
And if a customer is given contact information, we can even get back to the customer and explain that.
But then that gets logged in a tool within 311.
After that assessment, it goes to our agency relations team who then talks to their agency counterparts.
This is what the public is asking for.
What do you think?
And typically.
What they'll do is assess first, does it already exist?
Does it exist in some form or fashion?
And then it then is on the agency to look at that, consider that, and determine if they should add a service request.
And keeping compliance with the local law, we provide an update every year on whether anything has moved from a suggestion to a service request.
Okay.