Officials said they need to improve city services and the capacity to respond to complaints before confronting what they expect would be a sharp increase in the number of complaints coming in. “I’ve noticed that when residents ask for red curbs to be painted or repainted those are closed quickly, within three or four months,” Kaufman said.Ĭity officials rejected the audit’s recommendation to establish a 3-1-1 system, contending that a central phone line for complaints would further erode customer satisfaction by making it easier to submit complaints the city can’t quickly solve. Graffiti reports tend to be resolved quicker, as do missed trash collection reports, she said. Potholes and burned-out street lights are problems that have the longest delays, she said. Kaufman also said the council members’ offices have no pull to get cases resolved faster. Her experience is not an isolated case, based on comments she has heard from others. “It was 14 months later that the report was closed and taken care of, just to replace a street sign,” she said.
She reported it on and did not receive a response until July 9, 2022. Kaufman recalled reporting a missing street sign for Robleda Court at its intersection with Bernardo Trails Drive in Rancho Bernardo’s The Trails neighborhood. The city will also create new training programs so employees give more accurate information, and create procedures for supervisors to review communications between city workers and people who submit Get it Done! requests.īut most of the changes won’t be made until next summer or the end of 2023, the audit says. In response to the findings, city officials agreed to make all the recommended changes to Get it Done! Those changes include giving customers estimated completion dates for reported problems and interim progress reports.
The city receives nearly 1 million requests by phone per year compared to approximately 300,000 annual Get It Done! requests. Phone calls remain the preferred option for reporting problems to the city. The audit says a 3-1-1 system could also boost the city’s emergency response times by shifting calls away from the Police Department’s non-emergency line. cities and other large cities in California by establishing a centralized 3-1-1 phone intake option for complaints and service requests.Ī 3-1-1 system, which would serve as a complement to Get it Done!, would boost equity by making it easier for non-English speakers and people who are technologically challenged to report problems, auditors said. The audit also recommends San Diego catch up with most major U.S. Consequently, repairs can take several months. “For streetlights there is a massive wait list,” Kaufman said, noting the city has few workers to fix street lights. She said the city lost many employees, a contributing factor to timely repairs and addressing situations, especially when it comes to street lights. Kaufman said the app’s effectiveness “really went downhill” during the pandemic.
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It’s alleviated the middle person through educating the public on how to use it.” “People would call their town council or planning group, (who) would contact the different departments or the City Council office.
“When first designed it was slow moving, but a good concept,” Kaufman said. Robin Kaufman, president of the Rancho Bernardo Community Council and RB Planning Board, said the app is a good idea, but could use improvements. The six-year-old app often gives customers inaccurate, incomplete or confusing information about when the problem they reported will be solved and when there has been progress toward that goal, the 48-page audit says. A new audit says San Diego must improve the accuracy and clarity of its Get it Done! tipster app to reverse a recent dip in customer satisfaction with the app, which allows people to conveniently report potholes, graffiti and other problems.
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