The CARE311 legislative package, introduced by Council Member Eric Dinowitz, is transforming New York City’s 311 system. CARE stands for Citywide Accessibility, Responsiveness, and Efficiency, and these reforms aim to modernize how residents request and receive city services, ensuring better results and stronger accountability.

Accessibility: Making 311 Work for Everyone

• Live Chat for 311 (Int. No. 0583-2024): Imagine needing to file a 311 request while on the go or in a meeting—this bill introduces live chat functionality, allowing residents to connect with 311 quickly without making a phone call.
• Video Call Requests (Int. No. 0640-2024): Some problems are easier to show than explain. This bill adds the option for residents to make 311 requests through video calls, enhancing accessibility for those who communicate better visually.

Responsiveness: Getting Results Faster

• Wait Time Estimates for Callers (Local Law 72 of 2024): No more guessing how long you’ll be on hold! This bill, which has already passed, ensures that 311 callers receive estimated wait times, improving the overall experience and saving time.
• Snow and Ice Removal on Pedestrian Bridges (Int. No. 0589-2024): Slippery pedestrian bridges during winter are a major hazard. This bill ensures New Yorkers can use 311 to request snow and ice removal specifically for pedestrian bridges.
• Streamlining Duplicate Requests (Int. No. 0744-2024): Duplicate 311 complaints slow everything down. This bill ensures identical requests are consolidated, speeding up resolutions for everyone.

Efficiency: Making Every Interaction Count

• Customer Satisfaction Surveys and Agency Report Cards (Int. No. 0587-2024): This two-part bill, which passed, takes accountability to the next level. Residents can now provide feedback through customer satisfaction surveys after their 311 requests are closed. Additionally, agency report cards will be published to track city agencies’ performance, ensuring they’re held accountable for their successes and shortcomings.
• Images and Videos for Service Requests (Int. No. 0588-2024): Need to report a pothole or overflowing trash can? This bill allows residents to include photos or videos with their 311 requests, helping city workers understand and resolve issues faster.
• GPS for Service Requests (Int. No. 0626-2024): Whether you’re in front of a building or in the middle of a park, this bill ensures 311 requests include GPS coordinates so crews know exactly where to go, reducing delays and confusion.

Building a Better 311 for All New Yorkers

The CARE311 package is about empowering residents, improving service delivery, and making city agencies more transparent and accountable. With two bills already passed and more on the way, Council Member Eric Dinowitz is leading the charge to create a modern 311 system that works for all New Yorkers. For more information, contact the Office of Council Member Eric Dinowitz at Dinowitz@council.nyc.gov.