Borough to roll out resident-complaint portal; council to get shared tracking while historical records remain limited

Borough managers told council they are preparing to launch a resident-complaint portal on the Franklin Park website using an existing software license configured by staff. Andy is leading configuration work and staff aim to make the portal available to residents within about a month so submissions will route directly to the appropriate department.

Council members raised concerns about access to historical contact records. One council member said they often receive resident emails and asked how they could tell whether a resident had previously contacted other borough staff or councilors; staff responded that the initial portal/database will be for staff use and will not include comprehensive historical contact logs at launch. Building institutional knowledge into the database will take time.

To provide council visibility during rollout, staff proposed creating a shared spreadsheet or export that council members can view or receive monthly reports from. The shared view would include fields such as the resident address, the complaint description, which councilors or staff had been contacted previously, the staff member assigned, and the resolution. Staff committed to meeting with Andy to finalize whether the shared view would be a live editable sheet or a monthly export and to determine what information will be visible to councilors versus retained for internal staff records.

No formal policy decision was adopted; staff will continue configuration and return with options for shared access and reporting.