""Requests coming in through 311 were often assigned through long text chains and phone calls," Tisch said at the annual State of the NYPD address earlier this week. "Supervisors tracked jobs by hand, and officers didn't always have a clear picture of what was assigned, what was still open, or who was responsible for follow-up. ... That might work when volume is low. It doesn't work in a city of eight million people.""
"It's unclear why the NYPD's internal 311 system isn't already digitized. After all, the external system - the one that civilian New Yorkers deal with - features a well-designed smartphone app, assigns unique service request numbers to all 311 requests, and encourages New Yorkers to attach photos to their complaints. It has a five-step workflow. Former Mayor Mike Bloomberg established the 311 system in 2003, so the city has had plenty of time to work out of the kinks."
The NYPD plans a digital dispatch system for internal 311 jobs that will centralize assignment, tracking, and accountability modeled on 911 workflows. Current internal practices rely on long text chains, phone calls, and manual supervisor tracking, leaving officers without a clear picture of assignments, open tasks, or responsible follow-up. Vendor and cost details were not released, and full operation is expected by spring. The civilian-facing 311 already provides a smartphone app, unique service request numbers, photo attachments, and a five-step workflow. A 2021 analysis of millions of requests found systemic inaction and rapid, questionable case closures.
Read at Streetsblog
Unable to calculate read time
Collection
[
|
...
]