Council Member Sandra Ung visited the NYC311 Call Center to learn about its operations and ongoing challenges. NYC311 processes approximately 38 million service inquiries annually, yet access remains limited for non-English speaking residents in her district. With over 70% of her constituents being Asian, many struggle with English, leading to underreporting of issues like sanitation concerns. Ung highlighted that this communication barrier may contribute to her district having one of the lowest call volumes, impacting city service allocations.
In my district, more than 70% of residents are Asian, and many struggle with English... But they don't call... because the initial interaction is in English.
It was impressive to see firsthand the scale and dedication involved in responding to tens of millions of inquiries every year.
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