Customer Service Group

The Customer Service Group (CSG) was established via Executive Order 115 by Mayor Bloomberg to ensure that every customer who interacts with City agencies receives the best customer service possible regardless of how those services are received – in-person, over the phone, by letter or email, or via NYC.gov.

CSG works cooperatively with all City agencies to establish a baseline of current customer service levels and identify and apply customer service leading practices from our own City agencies, as well as from local, state and federal governments around the globe, and from the private sector. CSG will measure the City’s progress in improving customer service by establishing, with the agencies, customer service performance measures, and conducting periodic assessments of customer service quality. CSG also serves as a clearinghouse and resource center to support agency efforts to improve customer service. Additionally, CSG examines the processes by which agencies fulfill customer service requests made at 311. By understanding current processes, CSG determines where improvements can be made to increase transparency of service request resolutions and strategize for improvement.

The Customer Service Group also operates the Street Condition Observation Unit (SCOUT), a team of City inspectors who identify and report visually-identifiable quality of life conditions like potholes, graffiti and defective sidewalks to 311 for City agencies to remediate. SCOUT teams cover every City street every month. SCOUT management works closely with City agencies to ensure that observed conditions are addressed appropriately.

During the Summer of 2008, CSG designed and implemented the Customers Observing and Researching Experiences (CORE) program. This secret shopping program was the largest municipal initiative of its kind. The program identified key strengths and challenges from the customer perspective and provided objective, actionable feedback to help improve city services.

Customers Observing and Researching Experience (CORE) Executive Summary

Customers Observing and Researching Experience (CORE) Final Report


In July 2008, Mayor Bloomberg signed Executive Order 120, creating a centralized language access policy for New York City. EO 120 mandates that all City agencies that provide direct public services ensure meaningful access to their services through the creation and implementation of language access plans. The Customer Service Group, in coordination with the Mayor’s Office of Immigrant Affairs, is leading the charge to implement the Executive Order by providing technical assistance to individual agencies and overseeing agency compliance. Individual agency language access implementation plans can be found below.

Language Access Plans


NYC Customer Service Newsletter Volume 3 - Issue 2
NYC Customer Service Newsletter Volume 3 - Issue 1

NYC Customer Service Newsletter Volume 2 - Issue 4
NYC Customer Service Newsletter Volume 2 - Issue 3
NYC Customer Service Newsletter Volume 2 - Issue 2
NYC Customer Service Newsletter Volume 2 - Issue 1

NYC Customer Service Newsletter Volume 1 - Issue 4
NYC Customer Service Newsletter Volume 1 - Issue 3
NYC Customer Service Newsletter Volume 1 - Issue 2
NYC Customer Service Newsletter Volume 1 - Issue 1