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City officials and contractors flag major problems after 3-1-1 rollout; staff outline fixes
Summary
Public works staff and contractors told a joint Public Works and Sanitation meeting that the city’s new 3-1-1 platform has generated millions of requests and produced mapping, training and ticketing problems that forced workarounds and extra overtime; officials outlined steps including targeted training, GIS fixes and possible Salesforce integration.
The director of the Department of Public Works (name not specified) told a joint meeting of the Public Works Committee and the Sanitation Board that the city’s new 3-1-1 platform has created significant operational challenges since its March rollout, forcing staff and contractors to use spreadsheets and overtime to keep services running.
“Since the beginning, on March 28, the system in general has generated 2.8 million requests,” the director said in the meeting, and staff reported that roughly 70% of those requests relate to sanitation work. Contractors and staff said the new application could not accept proactive…
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