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How 311
Works
- 311 allows customers to call one easy-to-remember number in order to receive information and access to City government services.
- Call takers provide information, take service requests and refer callers to government agencies.
- All calls to 311 are answered by a live operator, 24 hours a day, 7 days a week.
- Immediate access to language translation services in over 170 languages is available.
- Service requests made via 311 are electronically transferred to the appropriate agency for direct service.
- 311 is able to update the information in its computer systems in nearly real time. Whether the Mayor's Office, other City agencies, or the local news advise people to call, 311 is able to provide Call Takers with relevant information so they can inform the callers and the City can better serve the citizens of NYC.
During the short time that 311 has been in use, it has proven, on numerous occasions, to be an important part of New York City and an important tool to its customers. 311 was used to relay important information during the Blackout of 2003 and the Staten Island Ferry Accident. 311 has also aided other NYC agencies with specialized programs such as the Department of Finance's STAR program, Department of Health and Mental Hygiene's Flu Vaccines, and the Mayor's Office with the Republican National Convention.
Key Benefits of 311
- 311 enables the City to do more with less. The mayor and governmental officials have real time data on requests, complaints, and services made, which allows for better and immediate allocation of resources and personnel.
- 311 maintains close relationships with City agencies to provide better service through reporting and analysis.
- 311 helps put people in touch with City government while providing the Mayor and governmental officials with another method for hearing the needs and demands of the City residents.
- 311 improves governmental efficiency by replacing processes performed on paper with computerization and by providing technology and training to many agencies.
- Operating a single call center for all customer needs is far more efficient than many agency-based centers throughout the City.
Staffing
- About 17 call centers previously operated by City agencies have been consolidated at the 311 center.
- The main 311 Call Center is staffed by approximately 200 full-time City Call Center Representatives.
- 311 also employs about 50 part-time Call Center Representatives through a partnership with the City University of New York.
- 311 also has an over-flow call center located in Long Island City.
- All call takers and supervisors participate in an extensive four-week training program which includes customer service, technology, governmental information, and 911 training.
- As our call volume is steadily increasing, we are continuously hiring new Call Center Representatives to help is handle the calls.
See current job opportunities with 311
Future Phase In Implementation
- The content contained in the 311 database used for answering questions and making referrals is constantly expanding and evolving.
- New service request abilities are being developed and implemented.
- The collaboration of NYC.gov and the 311 database to allow customers to enter complaints through either source.
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