Descripción
I see some ways that SeeClickFix implementation could be improved. Often a problem is miscategorized and gets bounced around from person to person and department to department. It would be helpful if a core group of people knowledgeable about city structure and process reviewed requests and recategorize as needed. At times, the person reporting the problem may need to be asked for clarification.
Also, it is extremely frustrating to report a problem and have the matter go on indefinitely with no follow up or communication. Again, a core group should be reviewing problems that go unresolved.
8 Comentars
City of Alameda (Oficial verificado)
gerstle (Usuario registrado)
Public Works Director Liam Garland (Usuario registrado)
gerstle (Usuario registrado)
I would begin by looking at the top service request categories and then have someone with intimate knowledge of local government structure and procedure route those requests for maximum efficiency. Some requests will be vague and will need to be interpreted by staff and directed to the right contact person to resolve the problem. Right now, there is simply a single pick list. There must be examples of SeeClickFix implementations for cities similar to Alameda. Its structure and services are pretty typical for a city its size. Perhaps SeeClickFix could recommend some good examples. Regardless of the software, it still comes down to knowledgeable staff with good communication skills responding in a timely manner.
The public should not have to know the inner workings of City Hall in order to submit a request; however, those receiving the requests need to be able to interpret the need and route to the appropriate party.
Lastly, someone needs to follow through and make sure that the request is moving along and that the person making the request is kept informed of progress.
gerstle (Usuario registrado)
This is a start. Intake needs to be done by a supervisor with good communication and interpretive skills as well as a body of knowledge as to City Hall operations.
I need help with or information about:
Garbage -- Graffiti -- Illegal Dumping > PW Supervisor
Roads -- Sidewalks > PW Supervisor
Flooding -- Storm Drains -- Sewer > PW Supervisor
Streetlighting > AMP Supervisor
Criminal Activity > APD Supervisor
Fire Hazard > AFD Supervisor
Parks > Parks Supervisor
Library > Library Supervisor
Senior Services > Mastick Supervisor
Illegal Construction -- Dangerous Building Conditions > Building Supervisor
Electric Service > AMP Supervisor
Building Permits -- Planning > Building Supervisor
Public Meetings > City Manager
Animals > Shelter/APD Supervisor
Traffic > PW / APD Supervisor
Trees > PW Supervisor
Public Records -- Information > City Clerk
Something not on this list > City Manager
Public Works Director Liam Garland (Usuario registrado)
gerstle (Usuario registrado)
The system should be organized by user needs, not by organizational structure. The needs can then be mapped to the structure. A request for information is a question.
How do I do this?
Who do I contact?
What is the process?
When do they meet?
Who is responsible for?
Where are you located?
CALightGirl (Usuario registrado)