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Antioch unveils SeeClickFix fixes: SLAs, integrations and a live dashboard to speed resident request responses
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Summary
City staff presented an operational assessment of the SeeClickFix citizen‑reporting platform and outlined fixes: department ownership of requests, SLAs, integrations with public‑works work orders and a public dashboard and FAQ to reduce requests falling through the cracks.
Brandon Peters, the city’s GIS coordinator, told the Antioch City Council on April 14 that a recent operational assessment found wide gaps in processing times for SeeClickFix requests and a backlog of open items dating back several years. "One of the first things that stood out to us was a large gap in our processing times," Peters said, and staff recommended service‑level agreements, department request ownership and direct integrations with the city’s Trimble Unity work‑order system.
Peters described three primary failures the assessment found: inconsistent processing times and missing closure information; overly complex routing that caused requests to touch too many hands before reaching a decision‑maker; and a lack of an easy way to track whether a request was complete or fell outside city jurisdiction. To address those gaps, he said staff will:
- Introduce SLAs so residents have reasonable expectations for completion times; - Integrate SeeClickFix with Trimble Unity to create direct work orders for supervisors and frontline crews; - Assign "request ownership" to the receiving department so a single unit manages a request from start to finish; and - Publish a public dashboard and updated FAQ to show live status and explain when a request falls to a partner agency (railroad, PG&E, Comcast) rather than the city.
Peters said the integration and public FAQ are about 30 days from rollout and that the dashboard is a working draft. Councilmembers welcomed the changes and asked for periodic updates — one councilmember asked for a written quarterly report on improvements and metrics. Peters said automated resident notifications and better contact points with partner agencies should reduce unresolved cases; he also noted the city identified requests dating back to 2018 that had not been closed and has already started clearing those items.
Why it matters: Residents repeatedly flagged SeeClickFix response times in public comment and council discussion. The operational fixes — particularly routing requests directly to supervisors and publishing transparent SLAs and a dashboard — are intended to cut closure times, improve accountability and reduce citizen frustration. The council asked staff to report back on improvements and metrics in coming months.
