GD Star Rating
loading…
Here’s what I’ve learned so far via the following Twitter conversation (in chronological order):
@ I just called in a loose utility wire to 311 then was transferred to the fire dept w/o a 311 work order, so no way 2 track it
[Note: I visited the loose wire later that afternoon and saw that it was gone. Thanks to @311Somerville and the Fire Dept!]
@ In the interest of public safety we transfer to 911instead of taking information and creating a work order.
@ It was not an emergency, though. Anyway, couldn’t 311 have remained on the line to take the info and created a work order?
@ Loose utility wires are considered a potential emergency, in the interest of public safety we transfer to 911, don’t take info
@ But why not keep the 311 rep on the line to take the info?
@ That’s not the procedure Barry, it get’s transferred to 911.
@ Why isn’t it the procedure? Or why can’t it be the procedure?
@ Still waiting since Fri 4 your answer about policy on reps staying on line 4 loose wire calls @ @
Please give us a call at 311 to discuss policy, we’d be happy to explain. @ @ @
@ I called Steve Craig on Wed He said he’d get back to me on policy&broken meters Still waiting @ @
[Notes: (1) Steve Craig is Director of Constituent Services and oversees the 311 program. (2) The broken meters I mentioned here were related to a separate, previous 311 call I had made on 3/12 (over a week before I spoke with Mr. Craig) ]
Meters G-142 and G-144 have been fixed by T&P. Per our conversation policy concerns require work w/ SPD and fire department @
@ thx, but Steve said he’d ask @ whether the 311 rep could stay on line for calls like loose wires @
If I hear anything back from Mr. Craig or @311Somerville, I’ll post an update here.
GD Star Rating
loading…
So @311 transferred you to the people who would be responsible for resolving the problem and you’re complaining about it [due, apparently, to the lack of tracking]?
Most people are happy when there are fewer ‘middle-men’ involved in the process.
loading...
Carl,
Yes, I’m complaining because (a) I wasn’t able to track my request through my 311 account, and (b) 311 would not be reporting on the City’s responsiveness to these types of calls which means less accountability for the public.
Keeping the 311 rep on the line wouldn’t add middle-men, not sure what you mean about this.
loading...