City Looks to Introduce 3-1-1 Reporting System for Constituent Services

Have a problem?

Soon Chelsea – like other cities – can
“3-1-1” it.

City Manager Tom Ambrosino said he hopes to
proceed with introducing a 311 constituent services reporting platform to the
City in the next fiscal year, which begins on July 1.

Already, Everett, Revere, Boston and others
feature a telephone and online/app 311 system that residents can use to report
anything from a pothole to graffiti to a rabid skunk.

“The goal is to provide better and more
prompt responsiveness to constituent complaints,” read a letter from Ambrosino
to the Council.

Ambrosino said the system he has in mind
would operate with two employees working out of the DPW building. They would
field complaints from 311 by telephone, email, text message and web-based
reporting. They would fall under the supervision of Public Works Commissioner
Fidel Maltez.

Once having taken the complaint, the
employees would then assign the complaint to the appropriate department.

That would open up a series of

accountability measures on each complaint, he said.

“These employees will be responsible for
assigning the issue to the appropriate department representative or directly
accessing the relevant information in a City database, tracking progress on the
issue providing information on the resolution of the issue to the individual
who reported it,” he wrote. “We believe this will be a much more effective way
of addressing constituent complaints and hopefully it will be well-received by
our residents.”

Start-up costs would look to be $162,000 for
employees and the computer software. He said there is already $27,000 set aside
for the program, and $50,000 from a state grant received last year. The
remainder of the first-year costs would have to come from a budget request.

“I hope the Council will see the benefits of
this improved constituent services effort and approve the requested FY20
appropriations,” he wrote.

The new system
would replace the old SeeClickFix reporting system, which never worked as

See the original article here: 

City Looks to Introduce 3-1-1 Reporting System for Constituent Services

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