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TO: <br /> <br />FROM: <br /> <br />DATE: <br /> <br />SUBJECT: <br /> <br />Item 5.4. <br /> <br /> MEMORANDUM <br /> <br />Mayor and City Council <br /> <br />Pat Klaers, City Administrator <br /> <br />March 3 I, 2003 <br /> <br />Request Partners Presentation by Howard R. Green (Complaint <br />Tracking Software) <br /> <br />This past summer and fall, staff had numerous meetings regarding possible changes the city <br />should make in response to the R.C.Rolloff situation. The first issue discussed was burning <br />permits and last fall the City Council approved changes to the burning regulations and <br />permitting process. <br /> <br />Staff has continued to meet and discuss other municipal issues that surfaced as a result of <br />the R.C. Rolloff situation. One of the issues highlighted was staff communication regarding <br />citizen complaints. Part of the issue is making sure that the complaints are fully understood <br />initially and part of the issue is making sure that the correct party at the city level receives the <br />complaint and deals with the issue. <br /> <br />We are currently attempting to better define (and fairly distribute out) which city department <br />deals with which type of nuisance or complaint issues. We are also discussing with everyone <br />involved the necessity to accurately determine the nature of the complaint and concerns. In <br />evaluating our citizen complaint tracking system, it is the staff consensus that improvements <br />are needed. One approach, which staff believes is appropriate and worth further <br />investigation (and hopefully implementation) is a complaint tracking software system. In this <br />regard, Terry Maurer has reviewed with us that a division of the Howard R. Green Company <br />(the technology group) specifically was established to deal with municipal computer software <br />systems. They currently have four systems - Request Partner, Reserve Partner, Permit <br />Partner, and Community Development Partner. The software system that the city is interest <br />in pursuing is the Request Partner, and the International City Management Association <br />(ICMA) has endorsed this software system. <br /> <br />The immediate benefit and selling point for the city is that this is an excellent complaint <br />tracking software system that will promote accountability. The city attorney likes this system <br />and method of documentation in case we end up in court. This type of software system will <br /> <br /> <br />