City Council officials highlight new my SLC app for resident service requests

In a recent Salt Lake City Council Work Session, city officials discussed the ongoing enhancements to the "my SLC" app, a platform designed to streamline communication between residents and city departments. This meeting highlighted the importance of effective customer service in local governance, particularly as the city faces increasing demands for services.

The session featured a presentation on the app's capabilities, which allows residents to report issues such as graffiti or illegal parking without needing to know which department handles their concern. This user-friendly approach aims to foster community engagement and empower residents to take an active role in maintaining their neighborhoods. Council members expressed enthusiasm for the app, noting its potential to improve responsiveness and accountability in city services.

One key point raised during the discussion was the need for clearer communication regarding response times for submitted requests. Currently, residents receive an automatic acknowledgment of their submission, but many do not know what to expect in terms of follow-up. City officials acknowledged this gap and emphasized that establishing Service Level Agreements (SLAs) is a priority to enhance transparency and set realistic expectations for residents.

Council Member Lova Chavez pointed out that the city council is currently experiencing the highest demand for services through the app, driven by constituent inquiries and comments. This trend underscores the necessity for a consolidated system that can effectively manage the increasing volume of requests. The council members expressed concern about the potential for duplicated complaints across different city offices, highlighting the need for a more integrated approach to service management.

The meeting concluded with a recognition of the app's success in facilitating communication and improving service delivery. Council members praised the collaborative efforts of city staff in enhancing the platform and acknowledged that while progress has been made, there remains significant room for improvement. As the city continues to refine its processes and technology, officials are optimistic about the future of resident engagement and service responsiveness in Salt Lake City.