New York City Housing Authority

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Bronx Developments Complete Rollout
of City-wide Call Center Initiative

Bronx developments are the latest to get on board with the New York City Housing Authority’s (NYCHA) Centralized Call Center (CCC). Now, NYCHA residents who live in the Bronx, can join Housing residents of Brooklyn, Manhattan, Queens and Staten Island, in calling 718-707-7771 to schedule maintenance requests.

The CCC provides residents with the convenience of scheduling routine maintenance repairs or emergency repairs by phone, 24 hours a day, seven days a week. CCC Customer Service Representatives — many of whom are NYCHA residents themselves — schedule appointments and call residents to confirm their availability the day before the appointment. This results in increased productivity and customer satisfaction. Customer Service Representatives also follow up to obtain feedback after the work is performed.

Getting all five boroughs linked into the Call Center is a project that has been in the works for the past two years. It is estimated that the CCC will receive between 6,000 and 8,000 calls per day now that all five boroughs are live.

The Centralized Call Center is the first step in a larger customer service initiative that NYCHA is currently undertaking that will further streamline processes throughout the agency. The goal of the initiative is to resolve customer inquiries on the first call due to instant access to documents, work tickets, schedules and more.

Last June the CCC was one of three NYCHA technology initiatives to receive honors at the Best of New York Awards, which recognizes the innovative use of technology and the improvement of services to citizens or government employees. Additionally, on May 6th, the prestigious Public Technology Institute honored NYCHA with a Significant Achievement Award for the Centralized Call Center Change Management Initiative in its Telecommunications and IT category.

November 14, 2007