Health & City Services

Customer Service

Mike Bloomberg brought an innovative approach to all city services, increasing New Yorkers access to information and service through significant investments in technology. Thanks to these improvements, New Yorkers became more connected to city government than ever before.

Launched 311 in 2003 in 170 Languages
Launched 311 in 2003 in 170 languages.
Free WiFi was added to 50 City parks across the five boroughs
Free WiFi was added to 50 City parks across the five boroughs.
New York City Wireless Network (NYCWiN) is the most ambitious effort by any city in the nation to use technology to create a next-generation public safety infrastructure and to improve communications reliability and service delivery
Launched the New York City Wireless Network (NYCWiN) to create a next-generation infrastructure and to improve service delivery.

Progress: Customer Service

GOVERNMENT RESPONSIVENESS

311: In 2003, the Bloomberg administration launched a non-emergency government information and services hotline available to New Yorkers twenty four hours a day, seven days week.

311 Online: In 2009, an online portal for 311 was created.

Increased Accountability: 311 became a valuable management tool for increasing accountability and improving the efficiency of service delivery. The United Nations recognized NYC’s 311 system for its excellence in service delivery in 2012.

New NYC.gov: The site was upgraded and modernized to improve the City’s ability to serve the public by providing faster, more relevant information, and to expand access to city services.

PlowNYC: Launched in 2011, PlowNYC featured a map to view snow removal activities, including color-coded street segments that allow users to determine if streets have been plowed.

Hurricane Evacuation Zone Finder: The revamped site could handle huge spikes in traffic, as seen in times of emergency, and help people quickly determine if they need to evacuate via the familiar Google Maps interface.

NYC Rules 2.0: The Bloomberg administration launched a website that allows the public, for the first time, to post their comments on proposed City rules online, use social media to spread the latest news on City rulemaking, and look up important City rules and information.

NYC Jobs: Job seekers were able to find the full breadth of career opportunities with the City on NYC Jobs. Prior to the launch of NYC Jobs, applicants needed to visit more than 50 websites to learn about all of available career opportunities with the City. NYC Jobs made all of that information available on one single site.

Citywide Performance Reporting (CPR) Tool: Launched in 2007, the citywide Performance Reporting Tool was a first of its kind, online performance tracking tool intended to make city agency performance transparent and accountable.

Mayor’s Management Report (MMR): The Bloomberg administration revamped and streamlined the format of the MRR to make the reports a more user-friendly resource.

Street Condition Observation Unit (SCOUT): Created by Mayor Bloomberg in 2008, SCOUT was a team of inspectors that drove every city street, every month to look for, quality of life issues, which they reported to 311.

TECHNOLOGY INVESTMENTS

Technology Development Corporation (TDC): Established in 2012, the TDC was a not-for-profit IT consulting firm that served only the City of New York. TDC provided project management and consulting services for the City’s most critical and complex technology projects.

Citywide Data Center (CITIServ): A state-of-the-art data center opened in Downtown Brooklyn, allowing the City to centralize the technology infrastructure of dozens of city agencies, saving millions in taxpayer dollars.

Expanding Broadband Access: The City developed a comprehensive strategy to expand access to broadband technology.

Microtrenching: Launched in late 2012, microtrenching provided an innovate approach to the deployment of fiber optic cabling to businesses and residences across the five boroughs while minimizing construction time, environmental impact, and cost.

Parks WiFi: More than 50 city parks across the five boroughs were wired for WiFi service.

NYC Open Data Portal: Over 1,100 datasets were available for free via NYC Open Data on NYC.gov. These datasets were from dozens of city agencies, including public safety data, buildings complaints, restaurant inspections and real-time traffic numbers. This repository was a core component of the City's open data efforts, which provided data in a searchable, sortable and customer-friendly manner.

NYC BigApps Competition: In the summer of 2009, the City established the NYC BigApps Competition. The annual competition resulted in new applications developed by the public, for the public.

Data Bridge: A sophisticated analytics platform allowed the City to perform advanced analysis, including data discovery and predictive analytics, with more than 100 million pieces of information from over 30 agencies.

New York City Wireless Network (NYCWiN): Completed in 2009, NYCWiN, a communications network operated by the City, was the largest commitment by any municipality in the country to provide a next-generation public safety infrastructure. In addition, the network improved the efficiency of service delivery. As an example, water meters connected to the network could be read remotely.