De La Rosa asks why agencies mark requests out of jurisdiction
Chair asks why service requests are sometimes deemed outside an agency's jurisdiction. Morrisroe explains reassignments, often by design for cave-ins that DOT assesses before referring to another agency or utility, and says reassignments are about 1% of requests.
Okay, so I'm going to switch back to legislation-related questions.
I know that Councilmember Dinowitz asked about the geolocation.
I think we have a good understanding of that.
But I wanted to ask...
Why might an agency determine that a service request is outside of
of their jurisdiction.
It is my understanding that service requests are sent to agency based on the problem type.
So if the request is determined to be out of jurisdiction of the assigned agency, is that an issue of how the problem is set up at 311?
Like what is the genesis of the confusion?
Right, yeah.
Yes, that situation does exist, so I'm happy to be able to talk to that.
We would, kind of a term we use is reassign service request in that situation.
So there's at least a couple of flavors to it.
Some are by design, and it typically is something that happens where a customer is self-serving rather than if they call the call center.
The human aspect on the call center can help kind of put it in the right bucket.
But a very simple one is a cave-in on the street.
So to the public, it's a defect in the street, and I want to report it.
And from a 301 perspective, we want to make that simple.
For the agency to go fulfill on that, especially in infrastructure situations like that, it's not always clear who has authority on it because it's not, you know, a customer could describe it one way, but it could certainly be something different or the agency needs a different.
Correct.
So by design, some of those complaint types go to DOT first.
DOT does the assessment and then DOT may in turn assign it to another agency or utility that's contracted to go do that work.
That's probably the most common one.
Some other ones may be, again, because a customer has described a situation and it'll get coded as such.
I can say it's relatively rare.
While I appreciate the impact.
those it does affect, just from a context perspective, it's about 1% of all service requests that go through a reassigned process.
Okay.