2011-02-25 / Community

311 Service Request Maps Launched

Deputy Mayor for Operations Stephen Goldsmith, Mayor’s Office of Operations Director Liz Weinstein, and Department of Information Technology and Telecommunications (DoITT) Commissioner Carole Post have launched 311’s new Service Request Map as part of the NYC Simplicity effort to make government more customer focused, innovative and efficient. The map provides the public with access to location-specific information about 311 complaints filed across 15 major categories, including air and water quality, construction, noise, quality of life, snow, streets and sidewalks, transit and parking and more. The map, part of 311 online, shows all open and recently-closed Service Requests lodged across the City over the past year. Users can view a list of the service requests at a location and the steps taken to resolve the condition.

“The launch of the 311 Service Request Map is another milestone in the City’s efforts to improve the way we report 311 data to the public,” said Goldsmith. “The release of this information will better enable the public and elected officials to hold the City accountable for the services we provide. Putting better information into the hands of community leaders across the five boroughs increases transparency and allows us to collaboratively address the problems that neighborhoods face.”

“311 averages 60,000 calls per day, many of which result in service requests filed with agencies across the City,” said Weinstein. “The new map will tell the public where service is excellent and where it can be improved.”

The 311 Customer Service Center now receives an average of more than 60,000 telephone calls per day and an additional 8,000 site visits via the web. About 20 percent of all calls result in creation of service requests, commonly referred to as “complaints,” which are filed with City agencies to address. Visitors to 311Online’s Service Request map can choose from a listing of more than a dozen complaint categories processed through 311 and 311Online, including those regarding infrastructure, public safety and quality of life, consumer complaints, and health and sanitation. The Service Request map provides a color-coded view of every community board indicating the volume of complaints filed in each, with the ability for the user to drill down and view the map by specific address, intersection, community board, City Council district, or zip code. The Service Request map was built using the DoITT-developed NYCityMap, the City’s online map portal that allows users to layer various types of City-specific information (transportation hubs, libraries, schools, hospitals, parks, police precincts and more) on top of a geographic representation of the city.

“DoITT works each day to help agencies better deliver City services to the public through improved technology tools,” said Post. “The Service Request map is the latest example by which we’re further making 311 – the face of New York City services – user-friendly, transparent, and available for all.”

While available to the public for years, 311 complaint data has only been systematically disaggregated at the zip code, community board and City Council district level. Now, within 24 hours of complaint filing, the Service Request map will display all open and recently-closed service requests with current status, and a message to the customer provided by the servicing agency, at the address level.

No customer account or other potentially sensitive information is displayed on the map.

Since its launch in March 2003, 311 has handled nearly 120 million calls and more than two million online visits. Available around the clock anywhere in the world by dialing 212- NEW-YORK, visiting www.nyc.-gov/ 311, by Skype or on Twitter, the 311 Customer Service Center has been used to hold City agencies accountable for results and has been a catalyst for the development of new, more efficient delivery of City services.

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