The Mayor's Office of Operations implements and oversees citywide customer service initiatives to ensure that every customer who interacts with the City - whether in-person, over the phone, by letter, by email, or via NYC.gov - receives the best customer service possible.
The Customer Service Group coordinates the participation of more than 20 agencies in this fun and festive week where agencies recognize the important contributions of frontline staff.
The NYC Customer Service Newsletter is published four times a year and covers topics related to customer service provided by City agencies to the public.
In July 2008, Executive Order 120 was signed, creating a centralized language access policy for New York City. The Mayor's Office of Operations has the responsibility of ensuring that City agencies effectively meet the needs of the Limited English Proficient population.
At least once a year, Customers Observing and Reporting Experience (CORE) inspectors visit each of the City's over 300 walk-in centers and rate the centers on customer service and facility conditions. Facility inspection findings are sent to agencies so that they can correct any problems.
The NYC Feedback Citywide Customer Survey was sent to 100,000 randomly-selected New York City households to assess New Yorker's opinions of City services. The Survey asked residents for their opinions about important characteristics of the City and services provided by City government.
In 2010, the City Council passed Local Law 18 requiring the Mayor’s Office of Operations to create a bill of rights to set forth clear customer service standards. The goal of the bill of rights is to encourage more constructive interactions between small business owners and agency inspectors.
In accordance with Local 33 of 2013, the Mayor’s Office of Operations developed a Standardized Customer Service Training Curriculum for City inspectors. This training was created with several partner agencies whose own training programs were reviewed and certified as meeting the requirements including the Department of Buildings, the Department of Consumer Affairs, the Department of Environmental Protection, the Department of Health and Mental Hygiene, the Department of Sanitation, The Fire Department – Bureau of Fire Prevention, the Department of Transportation, and the Taxi and Limousine Commission.Read the Customer Service Training Curriculum