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Council approves iWorks citizen-engagement module after split vote; budget timing a concern
Summary
The Common Council approved a subscription to the iWorks citizen-engagement module to allow online complaint submission and tracking. Supporters said it would create a paper trail and increase efficiency; opponents wanted the decision held until the city budget was presented. The measure passed 4–2–1.
The Olean Common Council voted 4–2–1 on Feb. 11 to authorize the mayor to enter a service agreement to add the iWorks citizen-engagement module to the city’s online systems. The module will let residents submit complaints online (code enforcement, icy sidewalks, potholes and similar issues) and allow tracking of complaint status through a centralized queue.
Why it matters: supporters said the module creates a public, searchable paper trail and reduces manual steps for staff; opponents argued the recurring subscription should wait until the mayor presents the city budget so councilors can see priorities and available funds.
What the module does and cost According to staff, iWorks would let residents submit complaints through the city website and give staff the ability to route tickets to departments (codes, DPW) and show status updates. The committee discussion referenced an annual subscription in the $3,000–$3,100 range; staff indicated the city could make name and contact information optional on the submission form so residents could file anonymously if they chose.
Council debate Alderman John Anastasia urged postponing the purchase until after the mayor presents the budget, saying the $3,100-per-year subscription should be considered in the context of the city’s fiscal plan. Anastasia said, “I think this should be postponed until after we get the budget so we can see what our financial situation is in our current upcoming year.”
Supporters said the module reduces a largely manual process and helps councilors and staff track outstanding complaints. A council member noted the tool would create documented tickets for potholes, unshoveled sidewalks and other citizen complaints and allow the council to receive reports rather than rely on anecdotal or repeated phone calls.
Implementation and timing Staff proposed an effective start date of June 1, 2025, and offered to arrange a demonstration of the online submission portal at the first committee meeting in May so councilors could suggest customizations (for example, making name and phone fields optional but available for follow-up). The council approved the service agreement and directed staff to coordinate demonstration and rollout planning.
Vote and next steps The resolution passed by roll call at the regular meeting (4 ayes, 2 nays, 1 absence). Councilors asked staff to provide a demo and to confirm whether monthly or quarterly reports to council members would be available once the system is live.
Ending Staff will schedule a May demonstration and prepare for a June 1 implementation if the mayor executes the agreement.
