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Little Elm staff demonstrate new council-request tracker built on monday.com
Summary
At a Dec. 2 Little Elm council workshop, staff demonstrated a monday.com-based portal to log council and constituent requests, assign responsible staff, and auto-calculate days-to-complete; the tool is intended to supplement resident-facing MyGov, improve historical tracking, and provide KPIs for response time.
At the Little Elm town council workshop on Dec. 2, staff demonstrated a new council-request tracking system built on monday.com intended to log incoming requests, assign them to a staff member and record request and completion dates to produce response-time KPIs.
Town staff member Colin showed council members a blank version of the portal, explaining that each request will include status, request date, assigned department and a completion date so the system can auto-fill “days to complete.” "Right here is kind of an example of what our council request tracking sheet looks like. So it's through a website called monday.com, which we also use for development services," Colin said.
Staff said the tool is meant to be a back-end record for council requests, not a replacement for resident-facing MyGov. Council member Matt noted that some constituents reopen requests when dissatisfied with an outcome and asked how that would be handled. Staff replied the tracker provides a historical record to show prior contacts and decisions and can be re-opened if follow-up is required.
Officials outlined the town’s preferred points of contact for council-originated requests: one of the assistant city managers, Colin, or designated staff will receive forwarded constituent emails, archive attachments in the tracker and update status when an item is complete. Colin said staff also plan to track categories and flags that take longer to resolve so the town can identify bottlenecks.
Council and staff discussed workflow options — whether staff should contact constituents directly or provide council members with draft responses — and staff said they will follow each council member’s preference. The demonstration closed with staff saying the tracker will remain a tool on the manager’s side to ensure requests are assigned and followed up on in a timely way.
Next steps: staff will continue using the tracker on the back end, incorporate attachments and emails into the record, and begin KPI reporting to show monthly progress on council-request response times.
