Its apparent to me that the new Chatt311 system has many flaws. You can't speak to a live person and any services you request take multiple weeks if not months to be reviewed, approved and completed.
I opened a brush collection request on June 12. It was abruptly closed on June 25. The reason was "due to an error in the 311 Application, the request didn't include a zip code. What? I'm sorry but I have used the app before and never had an issue with entering the information including a zip code.
In trying to each someone in Public Works, I had to call the main number and an operator couldn't forward or get me in touch with anyone in our wonderful Public Works department. I wonder how much time it would take to get a live person to answer a simple question and provide the services needed?
Our tax dollars not at work. Just like the potholes that are still there. Thanks, Tim Kelly.
Tim Bittenbender
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Hello, Mr. Bittenbender.
I understand the frustrations in your recent opinion about the new Chatt311 system. While we have experienced a couple of address issues with our new app, this has been resolved and should no longer be an issue. Please accept my apologies for any issues this has caused.
I would like to provide you with an update on your brush pick-up request.
June 12 - Your original service request was submitted and closed with a note on June 25, “due to a zip code error, we are unable to route this service request, resubmitted service request”.
June 18 - The second service request was submitted and moved to in progress on June 27. This request is still active, and your brush should be picked up on Monday, June 30.
June 25 - The third service request was submitted and closed as a duplicate due to an active service request.
June 26 - The fourth service request was submitted and closed as a duplicate due to an active service request.
June 27 – You reached out to 311, speaking with a representative discussing each of the service requests regarding this issue. At this time, you requested to speak to a supervisor in public works. At which time, a supervisor callback was submitted.
While we have experienced a few growing pains, our new app was implemented to centralize and streamline service requests. This will allow more transparency, better communications and workflow. Again, please accept my apologies for your experience. I have provided my contact information below. Please let me know if there is anything I can assist you with.
Also, please feel free to reach out to 311 for any assistance or issues you may experience. We are available Monday-Friday from 8 a.m.-5 p.m.
Thank you,
Derek Frizzell