Historical May 1986 report or notice. Original dates, prices and contacts describe the source period; current availability has not been established.
The Citizens’ Service Bureau had handled over 40,000 calls since it began a computerized complaint handling system on July 24, 1985.
During an average week almost 1,200 calls are received.
The Citizens’ Service Bureau phone number is 622-4800.
The Bureau also has a special number for the hearing impaired.
The TeleCommunication for the Deaf (TCD) number is 622-3692.
The Citizens’ Service Bureau is open Monday through Friday from 8:00 a.m. to 5:00 p.m., except City holidays.
The centralized complaint system was established last year to make it easier for citizens to report problems.
Instead of calling individual departments, a citizen can now call one number to report any complaint. .
In addition to making it easier for residents to report problems, the computerized system enjoys several other advantages. It, allows us to compile comprehensive data on the volume and nature of complaints, and also enables us to monitor the resolution of those complaints.
The ten operators who operate the system were transferred from other City departments when the system began.
By relieving individual departments of complaint-taking responsibilities, we were able to assemble the personnel to staff our system.
Thus, we were able to improve service without adding additional employees to the City payroll.
When a complaint is received by a Citizens’ Service Bureau operator, it is entered into the computer. Three times a day work orders generated from the complaints are printed out by the computer.
The work orders are picked up by each department and scheduled for followup.
The citizen who reported the problem then receives an acknowledgement letter telling what action will be taken.
The names of all citizens reporting complaints are kept confidential.
After the problem is investigated by the appropriate City department, the work order is returned to the Citizens’ Service Bureau stating what action was taken to abate the problem.
This information is then entered into the computer for future reference.
If a completed work order is not ‘returned within a designated time period, an overdue notice is sent to the department which received the original order.
This process prevents problems from being overlooked or “falling through the cracks.” The time allotted for completing a work order varies according to the nature of the problem.
For example, a trash collection work order must be completed within three days, while five days is the limit for building and sanitation complaints.
Some services, such as street repair, are given longer periods to complete work orders and may be delayed by weather conditions.
In addition to printing work orders, acknowledgement letters and overdue notices, the computer also provides daily summaries of work orders by department and daily reports by ward of complaints received and problems solved.
This information can be a useful tool for City managers and elected officials. alike in determining service priorities and resource allocations.
Originally published in The Times of Skinker-DeBaliviere, May 1986.
Read this article in the original newspaper issue.
Original source: SD_Times1986_05.pdf, printed page(s) 5; PDF page(s) 5.
