Beschreibung
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.
auch gefragt...
A. Use GNV311 as a true ticketing system for the citizens
6 Kommentierens
311GNV (Registrierter Benutzer)
BetterGNV (Registrierter Benutzer)
Peter (Registrierter Benutzer)
I agree and support this testimony because I have the same problem. I cannot do a follow up because the Public site is useless. -:(
Office of the City Manager (Primary) (Registrierter Benutzer)
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,
BetterGNV (Registrierter Benutzer)
Geschlossen City Hall Neighbor Advocate (Registrierter Benutzer)