“When 311 went live there was a corresponding media blitz,” said Pearce. “We had people who called us, and when we answered the phone they said, ‘Gee, it does work.’”
Pearce said that in the first week call volumes were higher than municipal planning authorities thought they were going to be.
“We have been struggling, in the mornings in particular, to meet our planned service levels for customers,” Pearce said. “By the afternoon it smoothens out and we are good until the next morning. We were able to remove some staff from the overnight shift and put them on to the day shift.”
Citizens, whether reporting a pothole to be fixed, requesting a building inspection or needing a missed garbage pick-up will receive a tracking, or Service Request (SR) number, which guarantees the completion of the work request, according to the City. This guarantee ensures that the work order was logged, was sent to the right place, and will be acted upon within a set time frame.
Full article is here.
Wow, you mean they bought/built a ticket tracking system and are actually using it? Something that one expects of any firm doing business on the internet? This must be unique, do any other city municipal services do this?
Service Levels as well? What is the world coming to?