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Continue to respond courteously and promptly to public and stakeholder inquiries

To further improve customer service, DOT is upgrading the agency’s centralized correspondence tracking system to better respond to the 30,000 letters, emails, and other communications the agency receives each year from elected officials, community boards and the general public.  

Strategic Plan 2016 Initiative

9.1.5

Short-Term Milestones (by end of 2017)

Status

Update Description

DOT will improve public-facing website customer input forms and add interactive maps to display DOT actions throughout NYC.

Completed

DOT has enhanced its "Contact DOT" customer input webform, providing much needed information to the public in the drop down menu pertaining to signals and speed hump submissions, and allowing the public to submit a request.  DOT has also launched an interactive map for those customers to learn about their requests and other requests in the same location.

DOT will continue to participate in the City’s 311 system upgrade to better manage citizen requests and complaints.

Ongoing

DOT is actively participating in the 311 Replacement Project being led by DOITT.

DOT will complete DOT ARTS public customer relationship management system upgrade.

Completed

DOT completed the Agency Response System Tracking System (ARTS) upgrade in October 2016.

DOT will train over 550 agency users on the upgraded DOT ARTS system.

Completed

A total of 26 hands-on training sessions were conducted on the upgraded DOT ARTS system, reaching 317 ARTS users. DOT offers trainings to new users and refresher trainings to existing users upon request.

DOT will expand DOT ARTS technology to operations divisions to streamline workflow, enhance accountability, and improve data availability.

Completed

DOT has expanded DOT ARTS technology to all operational divisions, allowing them to create their own ARTS cases. The update will centralize all actions in one database and enable various DOT units to centrally track concerns and therefore eliminate duplicates. This will improve productivity and workflow.

Medium-Term Milestones (by end of 2021)

Status

Update Description