GNV311 is being used as a reporting tool primarily which is great, but you guys are missing the big picture when it comes to being "citizen-centered" and meeting the citizens where they are at. Every issue reported is closed and citizens are then forwarded to a phone number or the city's code enforcement internal ticketing system which has a horrible user experience. You can't even link to a specific issue in the Public Access site. It makes it very cumbersome to follow up on issues and keep the city accountable. You guys should leave issues open in GNV311 until they are resolved. You don't have to change any internal processes, but leave the tickets open and the information flowing. Please get this to Anthony Lyons and the folks at the top focused on Citizen Centered Gainesville.
A. Use GNV311 as a true ticketing system for the citizens