12/25/2023 0 Comments Get it done app![]() The audit says a key factor behind low satisfaction ratings is the app, which often tells customers their case is “closed” even though the issue hasn’t actually been resolved. Inquiries about camps, missed garbage collection, and parking generally saw the largest declines between 20. Meanwhile, overall customer satisfaction fell from 3.4 to 3.1 on a scale of 1 to 5.Ĭustomer satisfaction varies greatly depending on the type of issue reported. The audit comes as a number of annual reports for Get it Done! App has nearly doubled in size since 2018, largely because the city government has expanded the different types of issues that can be reported to more than 60. Such systems were introduced by many cities in the 1990s, Hanau said. Similar to a 9-1-1 system, a 3-1-1 system would give callers direct access to a city hotline for complaints. Of the 10 most populous cities in California, only San Diego, Long Beach, and Bakersfield lack 3-1-1 systems. Of the nation’s 10 most populous cities, only San Diego and Phoenix do not have a 3-1-1 system. “But the solution is not to maintain a situation that makes it difficult for people with limited English skills or limited technical expertise and resources to access city services,” Hanau said.Ĭity officials could work on a plan to create a 3-1-1 system while improving the city’s ability to handle more complaints efficiently, he said. “Decommissioned, the city would provide better access to a broken system where customers have more ways to report issues, but where resources have not been allocated to improve how quickly or effectively those issues are resolved,” Kirby wrote Brady, the city’s chief innovation officer.Ĭity Examiner Andy Hanau said concerns about San Diego being swamped with too many complaints are legitimate. Officials said they need to improve city services and the ability to respond to complaints before they face what they expect from a sharp surge the number of incoming complaints. However, most of the changes won’t be made until next summer or late 2023, the review said.Ĭity officials dismissed the audit’s recommendation that a 3-1-1 system be established, claiming that a central phone line was in place for complaints would further erode customer satisfaction by making it easier to file complaints that the city cannot resolve quickly. The city will also create new training programs to have employees provide more accurate information and procedures for supervisors to review communications between city employees and those who use Get it Done! Requests. In response to the results, city officials agreed to make all recommended changes to Get it Done! These changes include giving customers estimated completion dates for reported issues and interim progress reports. The city receives nearly 1 million phone inquiries per year compared to about 300,000 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 speed up the city’s emergency response times by moving calls away from the police department’s non-emergency number. The audit also recommends that San Diego catch up with most major US cities and other major California cities by establishing a centralized 3-1-1 phone pickup option for complaints and service requests.Ī 3-1-1 system designed to complement Get it Done! would promote equity by making it easier for non-English speakers and those with technology challenges to report problems, auditors said. The six-year-old app often gives customers inaccurate, incomplete, or confusing information about when the issue they’re reporting will be resolved and when progress has been made toward that goal, the 48-page audit said. A new audit says San Diego has verified the accuracy and clarity of its Get it Done! Tipster app to reverse a recent drop in customer satisfaction with the app allowing people to conveniently report potholes, graffiti and other issues.
0 Comments
Leave a Reply. |
AuthorWrite something about yourself. No need to be fancy, just an overview. ArchivesCategories |