311 Customer Service Center: A Case Study

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Introduction:
New York City’s 311 Customer Service Center was announced by Ex-Mayor Bloomberg in 2002 which would allow New Yorkers to dial one number for non-emergency and any city-wide service requests. [1] Accenture worked closely with Department of Information Technology and Telecommunication (DoITT) and the Mayor’s Office of Operations to set up the 311 hotline. New York is USA’s most populated city and has more than 350,000 city employees, 120 agencies, offices and organizations offer nearly 4,000 different services to 8.3 million residents. Mitchell Moss, Director of the Taub Urban Research Center at New York University says, “For the first time, we now have a real handle on what troubles New Yorkers. And New Yorkers have a place they can communicate without having an intermediary…It’s amazing how fast it’s become part of the city’s culture. [1]

311 has received 1,610,479 calls between Jan 01, 2013 to Dec 31, 2013. The most complaints during this period were related to heating/hot water problems approximately 200,000 (> 12%). Figure 1 presents the top 10 complaints received during this period. In this paper, I have focused on the Heating Problems in an apartment / building more so when the Building Owner / Manager does not pay heed to the complaint and 311 is called. …show more content…

Building Owners have to provide heat to the tenants as follows: [2]
• Between the hours of 6:00 AM and 10:00 PM, if the outside temperature falls below 55 degrees, the inside temperature is required to be at least 68 degrees Fahrenheit; and,
• Between the hours of 10:00 PM and 6:00 AM, if the temperature outside falls below 40 degrees, the inside temperature is required to be at least 55 degrees

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