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A Brief Note On Classify And Transfer 311 Call Center

1336 Words6 Pages

From: Avery Fang, Senior Policy Advisor
To: Eric Adams, NYC Mayor
Subject: Classify and Transfer 311 calls by Urgency of Citizen's Condition
Date: June 14, 2023

Recommended Action
As the population of New York City has grown and the crime rate has risen in recent years, the 311 call center staff is confronted with an enormous workload. Collaborate with the 911 call center to classify and transfer incoming calls based on their level of urgency. This call classification and transfer system provides faster and more efficient service to citizens in urgent situations, reducing the waiting time for citizens and allowing police officers to focus their efforts on those who require the most assistance.
Issues
In the aftermath of the 9/11 attacks, New York City's mayor, Michael Bloomberg, initiated a process of innovation to improve municipal services. The establishment of the 311 Call Center was a crucial element of his innovation. It is a hotline for NYC residents that functions as a centralized point of contact for complaints and information requests. Gradually, more and more citizens dialed 311 as if it were 911, conflating the two numbers. Due to the increase in crime in NYC, 311 must collaborate with 911 in order to sort and redirect inbound …show more content…

In recent years, city budget cuts have led to a significant reduction in crime prevention personnel. Consequently, by analyzing the 311 databases, NYC is able to obtain historical information about crime, such as time, location, and primary victim population, among other details. These reports can be shared with the NYPD. The NYPD can make critical police deployments to high-crime areas and significant victim groups based on crime pattern reports. Nonetheless, some citizens may believe that this approach violates their right to privacy. They do not want the government to use or disclose their information or

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