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  City of Alameda (Membre officiel vérifié)

  City of Alameda assigned this issue to Amy Wooldridge

  2016-03-18 · Marquer Flagged
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  gerstle (Utilisateur inscrit)

  The Recreation and Parks Department is responsible for SeeClickFix and the City's website?

  2016-03-19 · Marquer Flagged
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  Public Works Director Liam Garland (Utilisateur inscrit)

  Steve, I hope you are well. I appreciate your input and agree with you. There's (always) room for improvement. In July, we'll do a more thorough review of SeeClickFix's implementation, and how it can be improved, when we'll have six months of experience and data upon which to rely. In the meantime, can you help us identify where we can better categorize requests? Also, are certain request type getting delayed responses? If so, let us know which types. For example, traffic calming requests often take 2-3 months to resolve, but that's the nature of the process and is identified in the initial response or acknowledgement to the request. Looking forward to continuing our dialogue, Liam 510-747-7962

  2016-03-22 · Marquer Flagged
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  gerstle (Utilisateur inscrit)

  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.

  2016-03-22 · Marquer Flagged
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  gerstle (Utilisateur inscrit)

  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

  2016-03-22 · Marquer Flagged
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  Public Works Director Liam Garland (Utilisateur inscrit)

  Steve, by information, do you mean names, phone numbers, emails, etc?

  2016-03-23 · Marquer Flagged
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  gerstle (Utilisateur inscrit)

  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?

  2016-03-23 · Marquer Flagged
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  CALightGirl (Utilisateur inscrit)

  This thread is a beautiful illustration of the recommendation.

  2016-03-23 · Marquer Flagged

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