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Improving the Quality of Life in Our Cities: How an efficient 311 system can be used to manage city operations

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Thomas Gaudett, Office of the Mayor (Bridgeport, CT).
SeeClickFix User Summit 2017

Published in: Government & Nonprofit
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Improving the Quality of Life in Our Cities: How an efficient 311 system can be used to manage city operations

  1. 1. Improving the Quality of Life in Our Cities Thomas Gaudett, Office of the Mayor (Bridgeport, CT) User Summit . 2017City of Bridgeport, CT How an efficient 311 system can be used to manage city operations
  2. 2. User Summit . 2017City of Bridgeport, CT A Snapshot of Bridgeport, CT ▪ Largest population in the State of Connecticut (~145,000 people) ▪ Budget challenges internally, and externally (i.e. State of CT’s budget) ▪ There is a large demand for city services: ➢ Education System ➢ Police Department ➢ Social Services ➢ Blight, Illegal Dumping, and Graffiti ➢ Potholes ➢ Zoning and Environmental Issues
  3. 3. User Summit . 2017City of Bridgeport, CT Do tools like SeeClickFix work for cities where there is… 1. A lot of demand for city services; 1. A need for more personnel to provide services; and, 1. A tight budget, insufficient to address all of the needs of the community? Yes!
  4. 4. Yes because… 1. Internal efficiency allows you to do more with less. User Summit . 2017City of Bridgeport, CT
  5. 5. User Summit . 2017 ✓ Issues are routed to the appropriate departments and the appropriate people within those departments; ✓ Issues are easily searchable; ✓ Automatic emails keep the citizen engaged and informed; ✓ Custom canned responses make responding to issues more efficient. ✓Data informs decision-making. Internal Efficiency Doing More With Less City of Bridgeport, CT
  6. 6. User Summit . 2017 ✓ In Bridgeport, SeeClickFix has helped make our internal processes for receiving and responding to constituent issues more efficient. ✓Issues are going to the right people and being addressed faster than before. ✓We are better able to research and track the progress of issues. ✓The system has improved our engagement and communications with our residents. Internal Efficiency Doing More With Less City of Bridgeport, CT
  7. 7. Yes because… 2. Every city should set a high standard for citizen service User Summit . 2017City of Bridgeport, CT
  8. 8. ✓Using SeeClickFix, citizens can report issues to local government on the web or via mobile app. ✓ Citizens can follow issues, comment on issues, vote on issues, etc. ✓Citizens are given the power that they need and deserve to address the common issues addressed by local government. Citizen Service Setting A High Bar User Summit . 2017City of Bridgeport, CT
  9. 9. User Summit . 2017 ✓ In Bridgeport, we have seen a noticeable increase in citizen engagement. ✓Many of our constituents have told us that they are happy that the city has a web and mobile app platform for reporting their issues and following up with city officials. ✓ Citizens have seen their issues resolved when they use the system. Citizen Service Setting A High Bar User Summit . 2017City of Bridgeport, CT
  10. 10. Yes because… 3. Every city should be committed to openness and transparency User Summit . 2017City of Bridgeport, CT
  11. 11. ✓ Because issues posted on SeeClickFix are available for public oversight and comment, SCF is a very open and transparent platform. ✓Ultimately, transparency makes local governments vulnerable. ✓However, transparency gives incentives for local governments to follow up on citizen issues and allows citizens to keep government accountable. Openness & Transparency Setting A High Bar User Summit . 2017City of Bridgeport, CT
  12. 12. User Summit . 2017 ✓ In Bridgeport, we have made a commitment to openness and transparency in a number of ways, including our city budget. ✓Launching SeeClickFix helped expand our commitment to transparency in the area of citizen response management. ✓Knowing that citizens are following the issues that are reported keeps us committed to resolving these issues in a timely and appropriate manner. Openness & Transparency Setting A High Bar User Summit . 2017City of Bridgeport, CT
  13. 13. Unfortunately… Every city will make mistakes or will fall behind in an effort to address a citizen concern. User Summit . 2017City of Bridgeport, CT But… Every city can learn from these mistakes and do better next time.
  14. 14. Problem: Citizens were reporting abandoned vehicle across the city and they were building up much faster than we could address them. Resolution: The Police Chief assigned specific people within the department to address these issues full time to get rid of the backlog and to keep up with the pace of reports. Example 1 Abandoned Vehicles User Summit . 2017City of Bridgeport, CT
  15. 15. Problem: Blight complaints coming in through Bridgeport 311 were not being addressed and closed out properly. Resolution: We decentralized management of blight issues and gave complete control to the Anti-Blight Dept. We also created more customized canned messages for closing out blight issues. Example 2 Blight User Summit . 2017City of Bridgeport, CT
  16. 16. Problem: Health Dept. related issues were being reported to the city but we did not have the appropriate citizen request categories. Resolution: We created categories for environmental health issues, housing issues, etc. and trained our Health Dept. staff on how to manage issues in the system. Example 3 Health Department Issues User Summit . 2017City of Bridgeport, CT
  17. 17. User Summit . 2017 SeeClickFix is a powerful tool that cities can use to receive, manage, and respond to citizen complaints. Cities where there is a relatively heavier burden on city services can benefit the most from an efficient, effective, and transparent 311 tool. Ultimately, by using SeeClickFix, cities will be able to maximize their ability to respond to constituent issues. User Summit . 2017City of Bridgeport, CT

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