Thank you. Here’s an example. I’m trying to reopen this ticket but I can’t. It’s been archived and forwarding users to call the Police Services Technicians. I’ve left a message and called 3 times and haven’t heard back. Please see attached pic. Thank you

I agree and support this testimony because I have the same problem. I cannot do a follow up because the Public site is useless. -:(

We are in receipt of your concerns regarding 311GNV and offer the below response, specifically related to Public Works issues:

A citizen reports a concern via 311GNV. Because of its integration with PW city works software, it is set up so the that the SCF numbered request would generate a unique service request number in city works. That request would generate an auto populated “acknowledge response” to the citizen, on the 311GNV request, informing them of the assigned unique city works number assigned to the their 311GNV request.

Public Works has a mandated 48hour turnaround time to respond to reported issues, excluding weekends and Holidays, to investigate and report back to the citizen what they found, as well as, what course of action will be taken to complete required work. At this point PW staff generates a work order, on said request, which generates and auto populated generic work order message to the customer, on the 311GNV request. This action closes out the SR and the 311GNV request. Regardless of the closure of the SR and the 311GNV requests the integration allows for infinite tracking of the assigned unique request numbers. A citizen may contact Public Works at any time to inquire as to the status on their assigned unique numbered request and it will give them details of the initial request to its finale. Public Works strives to be transparent to our citizens by keeping them informed as to what actions are taken regarding a reported issue(s) and by informing the citizen of a contact agency name and number when their request does not require action by this department.

All requests are based on several areas of concern prior to a response. For example;

 Is the issue reported in our maintenance jurisdiction?,
 Is it handled by a city department that is currently working on 311GNV?,
 Does the affected agency currently operate on the 311GNV?,
 Is this a private property issue?, and so on and so forth

If we decided to leave all requests open until completion, we as an agency would encounter the following;

 we will exceed all thresholds current setup for the city’s tracking purposes,
 It would not be a timely response,
 It will cause a bottleneck of issues,

Thank you Office of the City Manager, but I find the response completely missing the point of the issue. First, you offer a response specifically for Public Works. This is indicative of the problem. For a citizen, I couldn’t care less which department serves the issue. That’s an internal bureaucratic system that the city should navigate, not me. This is core to being “Citizen Centered”. Your response is government centered and just reaffirms the status quo. I would like a response from the City Manager’s office concerning this issue, not from each individual department. If you have to say, “yeah, we get it. It’s a problem, but we don’t have the resources to do that now” I’d be happy with that. At least I would know somebody is listening.

Thank you! We forgot to close this request. Your input is valuable to us!