FOR IMMEDIATE RELEASE: June 10, 2015
City Auditor’s Office makes recommendations for improving the City’s 311 Service
Today, the City Auditor’s Office released an audit focusing on the accuracy and validity of the City’s 311 data. The information collected from the 311 system is used for multiple purposes and communicated to multiple audiences including the public, City management, and elected officials. The City uses 311 data to respond to problems reported by the public; to determine the city’s timeliness in resolving reported problems; to communicate with the public about the City’s response and resolution of reported problems; and as part of some employees’ evaluation process.
The audit concluded that the meaningfulness of information reported from the City’s 311 system is impacted by the considerations taken when establishing response time goals, inconsistent definitions of the term ‘closed’ as it relates to 311 cases, and the actions of 311 staff and staff in other City departments when assigning and responding to cases.
The audit includes recommendations that should ultimately improve the City’s 311 services. These recommendations include steps to improve the accuracy and validity of 311 data, establishing reasonable and valid 311 goals, and increasing the consistency and meaningfulness of what the term “closed” means. Management agreed with the recommendations.
To view the report, go to /cityauditor.
Media inquiries should be directed to City Auditor, Douglas Jones, by email at firstname.lastname@example.org or by phone at 816-513-3303.