Riley questions closed 311 requests and resolution metrics

Thank you so much.

Good points.

I pass it on to Councilmember Gutierrez, followed by Riley.

Oh, and we've been joined by Councilmember Honey as well.

Councilmember Riley.

Thank you so much, Chair, and thank you so much, Councilmember.

I have another hearing I have to run to.

Deputy Commissioner, it was great seeing you and hearing your presentation.

Just to follow up on my colleague from the Bronx, Councilmember Dinowitz, a request marked closed does not necessarily mean that the underlying problem has been fixed,

and that's a concern that we're hearing from many constituents that come to our office, that they'll put in a 311 complaint and then miraculously it's closed, but the issue isn't fixed.

So does the city have any performance measures that they assess whether 311 requests are being resolved?

Great.

Thank you.

I appreciate the question, and I can actually leverage Councilmember Dinowitz's previous update to provide some context around that.

So as I mentioned, we do have the front-end survey, which I described, but the survey that Councilmember Dinowitz mentioned, we kind of have a shorthand for it.

We call it Resolution Satisfaction Survey.

It has an acronym, RSAT.

That gets at what you just asked.

When a customer submits a service request to 311 and provides contact information, typically an email address, after that service request is closed by the responding agency, a survey is generated to that customer.

It can be a one-question answer or a three-question answer.

Basically, it comes down to were you satisfied?

It's just the one question.

If the answer was no, it gives them an option to explain why.

That information is then collected, and that's what's posted on the city website under what we call the RSAT dashboard.

And that's what Councilmember Dinenwitz was referencing.