De La Rosa asks how residents can see agency status after 311 closes
De La Rosa notes a request can be closed on 311 while still open at DOT or Parks. Morrisroe says 311 does not close requests; agencies own status. Residents can check status with a confirmation number or through Open Data.
I also think that it's important, like you mentioned, like setting expectations, because I think people think once you put in a 311 complaint, like I heard another agency say one time we're in a meeting.
Well, only because it's closed on 311 doesn't mean it's closed on the agency side.
Right.
But it would be great to like explain that to the person who's experiencing it.
Sure.
Because they see the closed status and they think it's done.
No one's following up.
It might be closed on 311, but at the DOT or at the Parks Department, it's still open.
Is there a mechanism right now where people can drop down and see that it's with the Parks Department and they're still working on it or no?
Thank you for describing that.
I would say that just as a point of how we operate,
311 doesn't close any requests.
So 311 opens and submits to the agency, but the agency owns all the status from that point on, whether it's in progress, updated, closed, or resolved, whatever term they may use.
But I agree with you with respect to informing more and more that we can, right?
Setting that expectation up front.
But yeah, the opportunity to see what's happening, there's at least two ways for the public.
One is if you have the confirmation number.
Again, if you did it online, if you have an email, that's the best way to look it up.
You can actually do it on the homepage of the app.
Just cut and paste your confirmation number, put it in, and it's going to give you the status.
If you don't have that, you can contact 311.
So that's one way.
But also the open data portal, and I give a compliment out to my colleagues on the data analytics team at OTI who do a tremendous job with the open data portal for so many things in New York City.
But there's several rich 311 data sets on there.
The 311 service request data set is probably one of the most popular ones.
And that has a lot of information that can give you an update on your status of your complaint.
But also if there's a collection or, as Councilmember Riley had said, if there's a focus in a certain area in your neighborhood, that open data tool is really, really powerful.