DEVELOPING A 10-YEAR ROADMAP TO ADAPT TO CHANGING NEEDS

NYC311 is the non-emergency call center for quick, easy access to
all New York City government services and information. NYC311
engaged the Capstone team to gather insights regarding the City's
future in order to help the call center adapt to the changing needs
of New Yorkers and chart a roadmap for the next ten years. The
Capstone team performed an in-depth literature review, conducted
multiple interviews with experts and leaders at City agencies
and nonprofits, and facilitated two focus groups with young New
Yorkers to hear about their experiences engaging with NYC311.
Additionally, the team undertook innovative scenario planning
exercises to understand the future challenges and opportunities
facing the city, including advancements to technology, the effects of
climate change, demographic changes, and City budget constraints.
The Capstone team provided NYC311 with an expanded Standard
Operating Procedure and a 10-Year Roadmap containing concrete
recommendations and curated insights to support NYC311’s
strategic planning