Which do you think is more efficient, routing tickets via this system to the appropriate city departments or handling phone calls through a central number that includes everything from permits and inspections to social services?

I agree. Please forward to Public Utilities. Are they not on SeeClickFix anymore?

Public utilities have never been on seeclickfix.
MPACT's Eight Priority Issues (SEECLICKFIX)

Non-Functioning Street Lights
Trash Bulk
Open and Vacant Properties
Non-Functioning Traffic Lights
Overgrown Lots
Potholes
Abandoned Vehicles
Illegal Dumping

I spent 15 minutes on hold before giving up, never reaching a live employee. Rather than defending your lack of online ticketing why not build a solution that's better than the antiquated call center? Your citizens are trying to help the city but there's an unreasonable expectation of what they will do to address issues. A simple leaky water meter or broken sidewalk complaint does not require a lengthy phone call.

Can the 311 reps here forward requests to DPU from here?