{"data":{"id":"us-nyc/n.y.c.-admin.-code-23-302","jurisdiction":"us-nyc","citation":"N.Y.C. Admin. Code § 23-302","heading":"§ 23-302 High call volume protocol.","body":"a. No later than September 30, 2011, the 311 customer service center shall implement a protocol for responding to high call volume. Such protocol shall include, but not be limited to, (i) a system to efficiently and effectively answer, direct and track all calls; (ii) increased utilization of automated telephone messages, short message services, social media, email alerts, and the city's website to disseminate information and to reduce non-critical information requests; (iii) a plan to ensure adequate staffing both in anticipation of, and in response to, high call volume incidents; and (iv) a virtual queue system that provides an estimated wait time to callers when the estimated wait time is more than 60 seconds.\n\nb. A copy of such protocol shall be provided to the council.","path":["New York City Administrative Code","Title 23","Chapter 3: Non-Emergency City Services"],"source_url":"https://files.amlegal.com/pdffiles/NewYorkCity/Admin/XML.zip","current_through":"Local Law 2026/135 (enacted August 31, 2026)","vintage":"","retrieved_at":"2026-09-06T02:48:57Z","sha256":"e4cde2d843f2605f9ca9f0c23bd2e8c510ca3b3c86380d1c958a4d5d163c6349","source_id":"us-nyc","stale":false,"prev":"us-nyc/n.y.c.-admin.-code-23-301","next":"us-nyc/n.y.c.-admin.-code-23-303"},"notice":"GroundRules: Original legal text. Not legal advice."}