DOT receives, tracks, and responds to correspondences sent to the Commissioner's Correspondence Unit (CCU) and Borough Commissioner’s (BC) offices. This includes some requests initially sent to 311 and the Mayor's Office, and then forwarded to DOT.
Total number of calls received by the agency's call center
This data is collected to assess and assist residents of NYC. The data is collected by a 3rd party application that goes by the name PRIMA. Data is collected as a meausre of workvolume and customer demand for services offered by the Dept. of Health. Data is collected automatically by call management software. Each record represents a type of service offered to the public by the Dept. of Health. Data is used to assess quality of service offered, collect customer feedback for service improvements and determine size of staff needed to appropriate deliver the service. Data available counts number of calls related to a particular topic. There is no drill down available to disect specific reasons why customers may be calling.