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Centralized Call Center Expands To Queens

Centralized Call Center
Centralized Call Center now available in Queens
All New York City Housing Authority (NYCHA) residents who live in Queens began using the new Centralized Call Center (CCC) to request apartment repairs and maintenance service since August 1. Like the successful rollout of CCC on Staten Island last April, Queens residents will now call (718) 707-7771 rather than their development’s management office when they need service in their apartments.

When residents call the special phone number, they connect with a Customer Service Representative who processes the request and enters it into the Authority’s Work Ticket System. The resident receives a Work Ticket Number and an appointment for service.

“That’s the major innovation from the residents’ point of view,” said NYCHA General Manager Douglas Apple. “Until now residents who requested service or repairs often had to wait at home for extended periods during the day. This new system will give residents specific appointments—and that’s a big step forward in customer service.”

Customer Service Representatives are available at (718) 707-7771, 24 hours a day, seven days a week. For non-emergency repair or maintenance service appointments, the Customer Service Representative will generate a Work Ticket that is printed out at the development so that the superintendent can assign the appropriate personnel to the work, based on the appointment. Subsequently, a Customer Service Representative calls the resident on the day before the appointment to confirm the date. When a resident calls the development’s management office rather than the new number, the call is switched to CCC.

In the event of an emergency, such as power failures, toilet stoppages, and heat and hot water complaints, residents of Queens and Staten Island should still call the Centralized Call Center, rather than NYCHA’s Emergency Services Department.

Customer Relationship System Director Patricia Lawler, who is in charge of putting the system in place, said that judging by the success of CCC in Staten Island, Queens residents can look forward to a significant increase in customer satisfaction. “After all,” said Ms. Lawler, “the residents are our customers.”

The CCC system is intended to decrease duplication of Work Tickets and “Tenant Not Home” tickets.

Mr. Apple said that bringing Queens into the CCC system is “a huge step up. With the addition of 26 developments and over 17,000 apartments, CCC has more than quadrupled in the number of residents we serve with this initiative."