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
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