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Releases & Statements
Public Advocate Betsy Gotbaum today released a survey, which found that 311 leaves many citizen complaints unresolved. As a result, other groups frequently field complaints from callers who do not get the assistance they need from 311. Additionally, the survey found that the City’s failure to share 311's complaint collection and tracking information made it difficult to determine how City resources can be better allocated throughout the year and during the budget planning process.
“Mayor Bloomberg has positioned 311 as the cure-all, but in essence, it is a referral service. 311 does not solve constituent complaints: others – like my office, like District Managers, like the City Council - do that,” said Gotbaum.
The survey, which focused on Distract Managers experiences with 311, found that:
79% of respondents believe improvements are needed in general
83% of respondents said that 311 operators need better knowledge of City agencies
34% of respondents said 311 operators make inaccurate referrals
87% of respondents indicated that their experience with 311 was less than satisfactory
83% of respondents said that 311 handles complaints less effectively than when Community Boards communicate directly with agencies.
74% of respondents ended up calling the Community Boards anyway to see of the issues brought to 311’s attention had been resolved.
The survey also found that 311 at times impedes the access DMs have to the various city agencies with whom they are employed to interface. Gotbaum issued a set of recommendations and called for passage of critical legislation in the City Council that would open up 311 records to elected officials and community boards.
Gotbaum is a co-sponsor of Council Member Gale A. Brewer’s legislation, Intro 174-A, which would increase the level of reporting and complaint follow-up related to 311, by requiring the Administration to provide monthly electronic reports on 311 Citizen Service Center data to the Speaker of the City Council, the Office of the Public Advocate, and to Community Boards.
“This report by the Public Advocate underscores the major downfall of the 311 system that my legislation aims to correct: 311 is a problem clearinghouse, not a problem solver that can see the big picture,” said Council Member Gale A. Brewer (D-Manhattan). “Passing Intro 174-A would ensure that the Council, the Public Advocate, and Community Boards get the data that they need so that local issues can be fixed by local solutions. Without this kind of information sharing, complaints are addressed on an individual basis, only treating the effect and often ignoring the cause.”
“The difference between 311 and other entities that solve constituent complaints is that 311 does not follow the complaint process from the time a complaint is registered until it is resolved,” said Gotbaum, adding, “All of us, the Council, Community Boards and my office, need access to 311 data in order to most effectively act on what the communities need.”
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