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Ferguson supervisors debate Citizens Request Portal, FAQ vs. AI and a public board work plan
Summary
At a Nov. 12 special meeting, Ferguson Township staff proposed a framework for managing constituent inquiries and developing a public board work plan. Supervisors debated portal responsiveness, an FAQ page versus AI search tools, and suggested a prioritized short list or a five‑year view aligned with the CIP and STAMP recommendations.
Township staff presented a preliminary framework on Nov. 12 to manage resident inquiries, encourage use of the Citizens Request Portal and develop a publicly prioritized board work plan. The manager framed the item as responsive to comments at a prior meeting and said staff wants clearer processes so constituents receive timely, appropriate staff responses.
The manager told the board the portal is the recommended tool but acknowledged there are times when supervisors want to facilitate on behalf of constituents, citing technology access constraints and sensitivity of some matters. "Sometimes that can actually just improve some efficiency or even a quicker response time," the manager said when explaining staff’s approach to routing inquiries and offering the executive assistant as a point of contact.
Supervisors raised operational concerns. Supervisor Patterson and others said portal entries sometimes close with minimal explanation, leaving residents unsure whether an issue has been resolved. One supervisor suggested adding a short explanatory status note rather than a single‑word closeout. Several board members suggested creating a static FAQ page to clarify what the portal is for and how to request agenda items; others (including Mr. Heller) urged the township to investigate improved search or AI triage that could surface the right resource faster for residents.
Board members also discussed a proposed work‑plan process to compile a list of member priorities in December, rank items by consensus, and hold deeper January discussions to translate priorities into staff work. Supervisors proposed a short prioritized list (three to five items) or a multi‑year (five‑year) planning horizon tied to the capital improvement plan and grant pursuit. The manager said staff would bring a more complete proposal to December and develop materials for the January work‑plan session.
The discussion included multiple accessibility considerations — staff emphasized phone and in‑person options for residents who cannot use the portal. Supervisors encouraged clear public guidance about what the portal is for and were receptive to a FAQ, while cautioning that an FAQ should not become a barrier to contacting staff. The board did not take final action on the framework; the manager will refine the approach and return with proposed materials.
