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Committee explores centralizing resident complaints through SmartGov portal; staff to test cross‑system integration
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Summary
Committee members and staff discussed consolidating resident complaints into a single tracking system (SmartGov), how phone and non‑digital reports are handled, and possible integration with the public‑works Cartograph system; staff will return with a proposed process and timeline.
Council and staff discussed options for centralizing how resident concerns and requests are received, tracked and routed.
Several members said complaints arrive through multiple channels — web forms, emails, phone calls and in‑person reports at meetings — and asked whether SmartGov could be the single intake portal. Data manager Nick (speaker 7) explained SmartGov’s workflow: reports enter a back‑office queue, staff route items to departments, and some reports are converted into code‑enforcement cases; public‑works items may move to the borough’s work‑order/asset management system (Cartograph). Nick said SmartGov can accept anonymous reports via a PIN and will return a request identifier if an email is supplied.
Residents and members stressed the need to preserve non‑digital options. Terry McClure (speaker 6), speaking from the public, said not all residents have portal access and urged staff to ensure phone reporting remains available and entered by staff. Committee members noted that dispatchers and department staff already enter many calls into internal systems and that cross‑system automation is a work in progress.
The committee agreed staff should evaluate how to standardize intake and tracking, including whether chair reports and meeting‑raised items should be entered into SmartGov so they do not fall through the cracks. Members asked for a proposed approach and to revisit the issue next month.
