New York City COVID-19 Response Review Report

COVID-19, a novel coronavirus disease caused by the SARS-CoV-2 virus, was first identified in Wuhan, China in December 2019. Despite containment efforts undertaken in Asia, the virus quickly spread across the globe. New York City (reported its first confirmed COVID-19 case on March 2, 2020, and by month’s end, became the global epicenter of the pandemic. To address the unprecedented health, social, and economic impacts, the city established a number of novel operations with support from local, state, federal, non-profit, and private-sector entities. The challenging lessons New York City learned in combatting COVID-19 helped inform global knowledge and strategies on pandemic response operations. However, the pandemic also exposed a number of gaps the city should address before the next large-scale emergency to better prepare and protect all New Yorkers.  

To evaluate the City’s pandemic emergency preparedness and response strategies, the city conducted a thorough review of its COVID-19 response. The "NYC COVID-19 Response Review Report" covers notable response operations between January 2020 and June 2022 that had a citywide impact, were new or significantly adapted from pre-established plans, and are likely to be considered for future emergencies.

Customer Service Initiatives

Excellent customer service isn't just a courtesy, it's a cornerstone of effective government. City employees who provide empathetic and efficient customer service don't just resolve individual concerns; they foster a sense of trust and community. Good customer service can make New York not just a place to live, but a community that cares for every one of its residents.

That's why the Mayor's Office of Operations (Ops) established the Citywide Excellence in Customer Service award in 2008. More than 20 city agencies receive invitations to nominate front-line individual employees and teams who have shown superior customer service when interacting with the public (whether in-person, by phone, web or email). All honorees reflect the City's core customer service values of timeliness and respect, first contact resolution, response accuracy, fairness, and consistency. Each year during the month of October, Ops hosts an awards ceremony to recognize the honorees from each agency. See 2023 winners in the Customer Service award yearbook for 2023.

Report & Advisory Board Review Commission

Operations is convening the Report and Advisory Board Review Commission. This Commission is tasked with reviewing existing reporting and meeting requirements and making recommendations as to how these could be altered or streamlined. The goal of the Commission is to remove those requirements that are no longer relevant to improve government efficiency and reduce the amount of time agencies and offices spend on reports and advisory boards.

Vision Zero

The Mayor's Office of Operations tracks all initiatives that are part of the Vision Zero Action Plan, the City's blueprint to end traffic fatalities and injuries on New York City streets. In addition, Operations convenes the Vision Zero Task Force, bringing all agencies involved in Vision Zero to the table to give project updates, exchange ideas, share best practices, consider new policies, and make improvements to existing initiatives. The Vision Zero agencies include representatives from the New York City Police Department, the Department of Transportation, the Taxi and Limousine Commission, the Department of Citywide Administrative Services, the Department of Health and Mental Hygiene, the Law Department, the Office of Management and Budget, the District Attorneys' offices, the Metropolitan Transportation Authority, and the Business Integrity Commission. Each year, Operations manages the production of the annual Vision Zero progress report.

City Hall Review

Through internal surveys, interviews, research and analysis, a dedicated team at City Hall has compiled recommendations for improved government efficiency to deliver the services New Yorkers need and deserve in 2025. While the Administration has and will continue to revisit its operations on an ongoing basis—pivoting and shifting as necessary to respond to current events and the evolving challenges facing the city—we will continue to focus on delivering for New Yorkers and executing 2025 priorities.
Download the City Hall Internal Review and the 2025 Operational Playbook to learn more.