News : NYC’s 311 Services Will Respond to Twitter Requests 24/7
New York, NY, USA, Jan 24, 2018 -- New York City’s 311 services are trying to meet New Yorkers where they are — on Twitter at all hours of the night.
The city announced that 311’s Twitter account will be taking requests 24 hours a day, seven days a week. A pilot program launched last year allowed users to send complaints to 311’s Twitter account on weekdays, between 9 a.m. and 5 p.m. During the pilot, the service saw a 76 percent jump in Twitter interactions, according to 311 executive director Joseph Morrisroe.
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"With more and more New Yorkers using Twitter to talk to us, we’re strengthening our digital presence and increasing service to make sure your questions get answers," he said in a statement.
311 also plans to roll out a chat function for its some 500 available services.
The tweets and chats will be handled by 25 trained call center agents, according to the city. They will operate in shifts similar to those of phone operators to ensure 24/7 responses.
Posted by Veronica Silva Cusi, news correspondent
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Published: Friday, January 26, 2018
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