Two years ago, the Council’s Public Safety Committee requested improvements to 311 and the Code Compliance Department. The Council’s Quality of Life Committee was briefed today on the status of those improvements.
There are some good benchmarks indicating positive changes: In 2004, the backlog of unassigned cases was 16,800. Today, that’s been reduced to 1,113. In 2003, the average time for complaints to be resolved was 64 days. Today, it’s 16 days, with only .1% overdue.
Part of the problem was also 311 input training. That’s been accomplished and is ongoing. A reconfiguration of the 311 system was also completed, allowing calltakers to give residents the estimated time the problem will be addressed and automating assignment of code complaints to code inspectors.
Other changes include providing a means to update residents on their complaints, conducting field audits to ensure inspectors are doing their jobs correctly, and working more closely with the City Attorney’s Office.
I would like your feedback. Do you see positive changes in 311 and Code Enforcement? Where do improvements still need to be made? Email me at firstname.lastname@example.org