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Administration names 3‑1‑1 champion, outlines plan to review and replace city’s ticketing system
Summary
Karen Goss, recently assigned to lead 3‑1‑1 work, told council she will pursue staffing upgrades, resident outreach, professional development for call agents and a vendor review to replace or improve the current 3‑1‑1 work‑order system; IT is engaged and administration plans resident testing and division input before any procurement.
Karen Goss, special assistant to the mayor for neighborhood concerns, briefed council members on the city’s 3‑1‑1 customer‑service function and described an administrative plan to address performance gaps in the city’s ticketing system.
Goss said she has been embedded with the 3‑1‑1 team since November and outlined priorities: add neighborhood resource coordinator capacity,…
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