Morrisroe explains service request routing and agency collaboration
Morrisroe describes 311 outcomes: providing information, referring externally, or submitting service requests to designated agencies. He says 311 cannot create requests unilaterally and relies on agency partnerships, feedback, and the RSAT dashboard.
It is important to note that 311 serves as the platform to provide information and services to the public.
With few exceptions, public interactions with 311
and result in one of the following outcomes.
The customer has an information request, such as a garbage pickup day, and the information is provided.
A customer is referred to an external entity, which can include a utility or a state or federal agency.
And a customer's inquiry is submitted as a service request,
to the designated agency and a confirmation tracking number is provided.
We rely on our collaborative relationships with each city agency to build out service request forms and information pages, which we also call knowledge articles, those that properly reflect the mission and services for each agency or office.
311 does not create service requests unilaterally.
There must be an agency that will accept the request, investigate, and if applicable, undertake appropriate action or resolution.
Once a service request is submitted through New York City 311, it becomes the responding agency's responsibility to address and respond.
When an agency decides that amending a current service request or adding a new one is necessary, it contacts 311 to create, test, and deploy a service request form.
Agency feedback partially informs the update we implement to the entire 311 platform.
User feedback is also extremely useful to us, which is why we deploy customer surveys that inform the Resolution Satisfaction Dashboard, which goes by the acronym RSAT, which is available on the site.
We also value the input we receive from council members as frequent 311 users, and I'm happy to continue the conversation.