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Saint Helena reports 772 requests in year one of Grapevine (SeeClickFix); water quality tops complaints
Summary
City staff told the council the Grapevine/SeeClickFix platform logged 772 requests in its first 12 months, with 729 marked closed. Water-quality complaints made up the largest category of reports; staff said the system helps geotag complaints to prioritize flushing and sampling.
Deputy City Manager Leslie Milton presented a one-year review of the Saint Helena Grapevine platform (branded local instance of SeeClickFix) at the Feb. 11 council meeting, reporting 772 requests recorded since the soft launch and an official roll-out last January. Staff has completed or closed 729 of those reports.
Milton said the system captures nearly 100 different categories of service requests and allows residents and visitors to submit photos, drop a pin for location, and track response status. Water-quality reports were the single largest category; staff said water-related reports represented a substantial portion of calls and that 33% of water-related submissions were recorded as water-quality complaints.
City staff used the geotagging feature last summer to identify neighborhoods with recurring discolored-water complaints, allowing targeted flushing and sampling. Milton said the platform also reduced the need for ad-hoc contacts to individual council members, and that residents may submit items anonymously or register to receive status notifications.
Council members praised the platform—s ability to aggregate data for operational planning and asked staff to return with metrics on average time from report to resolution. Milton said staff will continue to refine notifications and closure notes so residents understand what city crews did to resolve a request.
ENDING: Milton said staff will continue collecting data and exploring small improvements to response messaging and closure photos to show corrective actions taken.
PROVENANCE: Staff presentation and Q&A at the Feb. 11, 2025 meeting.
