De La Rosa asks about out-of-jurisdiction patterns and traffic complaints
Chair asks whether OTI tracks which problems are often marked out of jurisdiction, citing street cave-ins and traffic complaints. Morrisroe says the CX team analyzes reassignments and 311 is looking at improvements, but traffic bureau routing is an NYPD matter.
Does OTI look into, like, which problems are often marked out of jurisdiction?
And if so, which requests are responded to?
Well, you already said that the street caving is the most popular one.
We heard from Deputy Speaker Williams, the one about traffic tends to be problematic as well with the Traffic Bureau versus the NYPD.
Can you speak to some of that?
Yes, again, not maybe on the specific level or the traffic bureau one, because I think that would go to NYPD.
It's just a matter within NYPD.
But we do look at that.
My CX team that I keep referring to have done analysis over the years, including recently, to look just at that.
Do we have reassigned service requests?
Why do we have them?
What could be done about it?
And as I said in the opening testimony, that's something we're looking into.
How can we do that better?
And can three-on-one do more?
Can we enable an agency to do more?
And if it is a necessary step that has to happen, how can we make that better for the customer?
Is that data on the reassignment on open data?
It is embedded in open data.
I would say you can't, you know, it's not a field you can click on.
It's going to give you the number that I just quoted, the 1%.
But in what I called the resolution description earlier, it'll have that in there that, you know, agency A has reassigned this to agency B.
Okay.