Source: https://development.code.dccouncil.us/dc/council/code/titles/1/chapters/3/subchapters/XII/
Timestamp: 2019-04-23 12:35:26+00:00

Document:
D.C. Law Library - Subchapter XII. Customer Service Operations.
Part A. City Wide Call Center.
For temporary (90-day) addition of section, see § 1002 of the Fiscal Year 2001 Budget Support Emergency Act of 2000 (D.C. Act 13-376, July 24, 2000, 47 DCR 6574).
For temporary (90 day) amendment of section, see § 1002 of the Fiscal Year 2001 Budget Support Congressional Review Emergency Act of 2000 (D.C. Act 13-438, October 20, 2000, 47 DCR 8740).
For temporary (90 day) repeal of section, see § 1204 of Fiscal Year 2003 Budget Support Emergency Act of 2002 (D.C. Act 14-453, July 23, 2002, 49 DCR 8026).
Section 1203(b)(1) of D.C. Law 14-190 abolished the Citywide Call Center, established by § 1-327.01.
Section 17 of D.C. Law 15-105 made a technical amendment to D.C. Law 14-190 that did not affect this section.
For temporary (90-day) addition of section, see § 1003 of the Fiscal Year 2001 Budget Support Emergency Act of 2000 (D.C. Act 13-376, July 24, 2000, 47 DCR 6574).
For temporary (90 day) amendment of section, see § 1003 of the Fiscal Year 2001 Budget Support Congressional Review Emergency Act of 2000 (D.C. Act 13-438, October 20, 2000, 47 DCR 8740).
For temporary (90 day) addition of §§ 1-328.01 to 1-328.03, 1-328.04 see §§ 1201 to 1203, 1205 of Fiscal Year 2003 Budget Support Emergency Act of 2002 (D.C. Act 14-453, July 23, 2002, 49 DCR 8026).
(1) “Agencies” means the Metropolitan Police Department, the Fire and Emergency Medical Services Department, and the Customer Service Operations Unit.
(2) “Call center” means the telephone-based call center and associated operation involving any department or agency throughout the District government that operates the District’s 911, 311, and 727-1000 systems or other facilities for emergency and non-emergency calls. The term “call center” shall include the Citywide Call Center that is responsible for the receipt and processing of 727-1000 calls, but shall not include any other component of the Customer Service Operations Unit established by § 1-327.32.
(3) “Call center technology” means computer-aided dispatch systems and related public safety answering point technologies and telecommunications devices, and related equipment and appurtenances, including automatic call distribution equipment and any related equipment that manages, stores, channels or otherwise processes telephone calls, mobile communications devices, cellular communications, automatic vehicle location devices, global positioning technologies, and supporting metropolitan area network-based communications and supporting local area networks, that may be used in a call center.
(4) “Customer service” means activities involved in the receipt and processing of emergency, non-emergency, and citizen service requests by the agencies’ call centers.
(5) “Director” means the Director, Office of Unified Communications.
(6) “Office” means the Office of Unified Communications established by this part.
(7) “Radio technology” means public safety voice radio communications systems and other public safety wireless communications systems and resources.
(8) “Unified Communications Center” means the control center for radio and call center technology, and customer service, within the Office.
Short title of subtitle B of title III of Law 15-205: Section 3201 of D.C. Law 15-205 provided that subtitle B of title III of the act may be cited as the Office of Unified Communications Establishment Act of 2004.
§ 1–327.52. Establishment of Office of Unified Communications.
(a) There is established, as a subordinate agency under the Mayor in the executive branch of the government of the District of Columbia, an Office of Unified Communications. The Office shall centralize the customer service functions and activities of the District government’s 911, 311, and 727-1000 systems, and other facilities for emergency, non-emergency, and citizen service calls, and be responsible for the operation and maintenance of the District government’s radio technology and call center technology.
(b) The Office shall be under the supervision of a Director, Office of Unified Communications, who shall carry out the functions and authorities assigned to the Office.
Short title: Section 3041 of D.C. Law 17-20 provided that subtitle E of title III of the act may be cited as the “Communications Reports Act of 2007”.
(a) All of the authority, responsibilities, duties, and functions of the agencies’ call centers and radio technology shall be transferred from the agencies to the Office of Unified Communications within such reasonable period of time as the Mayor may designate. The transfer shall include all 911, 311, and 727-1000 call center authority, responsibilities, duties, functions, and infrastructure.
(b) All vacant and filled positions, personnel, property, and unexpended balances of appropriations, allocations, and other funds available or to be made available to the agencies to perform the functions set forth in § 1-327.54 shall be transferred to the Office of Unified Communications within such reasonable period of time as the Mayor may designate.
(c) The Mayor, or the Mayor’s designee, may organize the personnel and property transferred to the Office from the agencies into such organizational components as the Mayor or the Mayor’s designee deems appropriate, and may develop any reports and evaluation systems necessary to assess the effectiveness of the reorganization plan authorized by this part.
(d) All authority and operations related to the Emergency and Non-Emergency Number Telephone Calling Systems Fund, established by § 34-1801, shall be transferred to the Office of Unified Communications.
(13) Serve as a resource and provide advice to District departments and agencies about how to use radio technology and call center technology to improve services, including providing assistance to departments and agencies in developing radio technology and call center technology strategic plans.
This section is referenced in § 1-327.53.
Applicability of D.C. Law 21-225: § 4 of D.C. Law 21-225 provided that the creation of this section by § 2(a) of D.C. Law 21-225 is subject to the inclusion of the law’s fiscal effect in an approved budget and financial plan. Therefore that amendment has not been implemented.
§ 1–327.54a. Development of emergency medical application.
(4) Allow a trained user to alert the Office if an individual is experiencing a health emergency.
(b) The Director shall ensure that staff are adequately trained to assist trained users in the use of the emergency medical application.
(3) Without the expectation of receiving or intending to seek compensation for such service or acts.
(1) "Emergency medical application" means a website or mobile platform where trained users can interact with the Office during medical emergencies.
(2) "Trained user" means a District resident or visitor using an emergency medical application who has been trained by an organization recognized by the Department of Health to provide cardiopulmonary resuscitation to a victim of a cardiac arrest.
(1)(A) The Office of the Director, Office of Unified Communications shall include the staff and organizational units needed to develop plans and policies for, and oversee the execution of, the District’s radio technology, call center technology, and customer service policies and operations, and to carry out the administrative functions of the Office of Unified Communications.
(B) The administrative functions of the Office of Unified Communications shall include human resources, training, legal services, budget and financial management, procurement, facilities management, and such other general and administrative functions as the Director deems necessary to support and assist the functions and purposes of the Office of Unified Communications. The Director may provide for the execution of administrative functions either by hiring full-time personnel or by entering into memoranda of understanding with other departments and agencies of the District that provide for the sharing of administrative personnel between the departments and agencies and the Office.
(C) The Office of the Director, Office of United Communications shall also include one or more positions designated as liaisons with the agencies to ensure that the functions of the Office effectively support and coordinate with the functions of the agencies.
(2) Call Center Operations shall carry out all of the customer service functions of the Office.
(3) Radio and Call Center Technology Support Services shall provide direct assistance and support to the agencies and other departments and agencies of the District regarding the implementation and operation of radio technology and call center technology. Radio and Call Center Technology Support Services shall also provide procurement and contract oversight and assistance for radio technology and call center technology, maintain standard radio technology and call center technology contracts that all District departments and agencies may use, and manage radio technology and call center technology contracts and systems throughout the District government.
(4) Radio and Call Center Technology Technical Services shall provide support for public safety voice radio and public safety wireless base station and field devices, including voice communications, data communications, and associated network trunking equipment and appurtenances, and identify cost savings, operational efficiencies, and ways to improve radio technology and call center technology services.
(E) Incorporates examinations for public safety telecommunicators designed to demonstrate the public safety telecommunicators' ability to utilize existing communication tools or available technologies to meet operational needs in both normal and back-up modes.
§ 1–327.56. Coordination with agencies.
(a) The Office shall enter into memoranda of understanding with the agencies, as necessary, to define the Office’s obligations to the agencies, and associated procedures and performance standards, with respect to custody and sharing of data generated in the operations of the Office, support for the agencies’ dispatch operations and priorities, production of radio transmission transcripts, the provision of customer service to the hearing impaired, and such other matters as the Office and the agencies deem appropriate.
(b) The Office shall coordinate with the Fire and Emergency Medical Services Department to cross-train, on an annual basis, public safety telecommunicators with firefighters, and emergency medical service providers.
§ 1–327.56a. Authorized use of 911.
(a) The District’s 911 call system shall be reserved exclusively for emergency calls.
(b) The Mayor shall not use the 911 call system for administrative purposes, for placing outgoing calls, or for receiving non-emergency calls.
(c) Upon March 19, 2013, the Mayor shall publicize that the 911 call system shall be used exclusively for emergency calls. Any current or future publication or outreach conducted by the Mayor related to the 911 call system shall comply with the requirements of this section.
The 2013 amendment by D.C. Law 19-248 added this section.
(a) The Mayor, pursuant to subchapter I of Chapter 5 of Title 2, may issue rules to implement the provisions of this part.
Applicability of D.C. Law 21-225: § 4 of D.C. Law 21-225 provided that the change made to this section by § 2(b) of D.C. Law 21-225 is subject to the inclusion of the law’s fiscal effect in an approved budget and financial plan. Therefore that amendment has not been implemented.
Delegation of Authority pursuant to the Emergency and Non-Emergency Number Telephone Calling Systems Fund Act of 2000 and Section 3208 of the Office of Unified Communications Establishment Act of 2004, see Mayor’s Order 2009-85, May 27, 2009 ( 56 DCR 6826).

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