Sanchez questions 311 response times versus social media complaints
Sanchez asks why 311 complaints take over a month while social media complaints seem to get immediate responses. Anderson says DSNY treats complaints the same and directs people to 311, and Sanchez urges residents to file 311 requests.
On my final question about the wasteland basket.
So according to 311, it usually takes over a month to get a response as to fulfilling a trash basket request.
However, many of my constituents included, and I know many of my colleagues feel that
If you post a cool, fun social media video, you get a response almost immediately.
Can you explain to us why there's such a disparity in the response times from 311 complaints to potential social media complaints and how you have been handling these?
Random social media complaints that seem to get fulfilled right away.
I would be interested to know which of the random social media complaints you're referring to, because a lot of people add us on social media and we treat every complaint the same.
Do you tell them to all file a 311 complaint?
We often, I mean, our standard response, if you send us something on Twitter, Instagram, I don't know that we actively monitor customer complaints on TikTok.
but we do have a TikTok.
You know, if you send us a complaint, our first response is to give you the link to the 311 and say, please file a 311.
So that's where we'd like all New Yorkers to go, because then we can track how quickly our officers are responding, what their response is, and the level of satisfaction that customers have with that response.
Well, you've heard it here first, ladies and gentlemen.
Social media is not 311.
Please put in your 311 request for your trash bins, your litter request.
We are begging you.
311, and then send us your 311 complaint number.
Thank you.
And I'll also add, if I may.
Please.
That I think sanitation is probably one of the only agencies that, and it's not universal, but in many cases will call back the 311 caller or online request submitter, whatever you call that.
So if you do provide your contact information, our officers will give you a call and follow up.
It may not be the outcome that you want, but at least they'll talk you through why the decision was made the way it was.
I can confirm they will call you at any time to confirm.
Sometimes early in the morning.
Very early in the morning.
But again, New Yorkers, 311, it's the way to get things done, not social media.