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Panama City commissioners press staff for centralized 311-style service, better ticket management and clearer checklists
Summary
At a virtual commission workshop, elected officials urged the city to standardize public-facing documentation, pursue a 311/call-center model and fix ticketing processes in CityWorks and citizen-reporting tools so service requests do not backlog or go unclosed.
Commissioner Hughes urged the Panama City Commission at a virtual workshop to standardize public-facing documentation and create repeatable responses for residents, saying inconsistent verbal replies often cause confusion and complaints.
The commissioners said clearer checklists, better use of customer‑service software and a single point of contact for incoming calls could reduce backlog, make responses more equitable and free departmental staff to focus on fieldwork. The discussion covered SeeClickFix-style reporting, the CityWorks work-order system, a potential 311 call number and emerging AI plan-review software.
Why it matters: commissioners and staff said residents and businesses routinely call commissioners when they cannot get consistent or timely answers from city departments. That creates duplicate reporting, unclosed tickets and uneven service depending on which staff member answers the phone.
Commissioner Hughes said documentation could be…
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