Muskegon staff propose SeeClickFix 3‑1‑1 platform to centralize resident service requests

Community Engagement Manager Deborah Sweet presented SeeClickFix, a web‑ and app‑based 3‑1‑1 request management platform, as the city’s proposed tool to centralize resident reports (potholes, bulky‑item pickup, park maintenance, graffiti, etc.) and increase transparency and tracking.

Sweet demonstrated how residents can submit an issue via map, select a category, optionally upload photos, and track status; the platform supports anonymous or logged‑in submissions, automated assignment to responsible staff and canned responses for seasonal operations. She said the platform integrates with tools the city already uses and includes archiving, reporting and a Muskegon‑branded app.

Staff said the vendor provides implementation support and 24/7 technical help; the annual cost (including maintenance/support) is about $37,000. Sweet emphasized the tool would not eliminate phone or in‑person reporting but intended to reduce duplication, remove sticky‑note handoffs between departments and consolidate requests in one system.

Commissioners asked about anonymity settings, records and IP tracking, whether the system replaces faxed or manually handled reports (staff said yes), and how the city would inform residents. Staff said they will pilot the tool internally, test with a small resident group, then launch publicly in spring, and noted some response times will reflect seasonal operational limits (for example, pothole repair timing in winter). The item is scheduled for inclusion on the consent agenda at the next meeting for formal approval.