Morrisroe addresses Intro 800 redirects and cave-in example
Morrisroe says most service requests are correctly assigned but exceptions exist, such as street cave-ins initially sent to DOT before reassignment. He says information on responsible agency is available within 10 days and 311 is exploring solutions.
And finally, Intro 800 would require New York City 311 to redirect service requests to the appropriate agency.
While a vast majority of service requests are appropriately assigned and routed to agencies, there are some exceptions that it appears this legislation is seeking to address.
A common example is when a customer reports a street cave-in.
of Transportation, or DOT, initially investigates reports of cave-ins, determines who is responsible for restoring the roadway, and then refers the cave-in to that agency or utility for repair.
Information about the agency or utility responsible for repairing the cave-in will be available within 10 days of submitting a service request.
That said, I do understand the customer's frustration when this occurs, which is why we have been identifying solutions for these kinds of scenarios.
I'm happy to talk you through how we have been thinking about implementing solutions to this problem and align on the best next steps to make this process better for New Yorkers.