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Council adopts new citizen‑concern response policy and commits to MyGov rollout metrics
Summary
Council adopted a new citizen-concern response policy tied to the MyGov service-request platform, agreed to revise terminology to 'department acknowledgement' (not automated only), shortened some turnaround and escalation timelines, and set a six‑month review after rollout.
The Seagoville City Council voted on June 18 to adopt a citizen‑concern response policy that accompanies the city’s transition from iWorks to a new service‑request platform, MyGov. The policy establishes expectations for automated ticketing, staff acknowledgement and escalation timelines.
Director Pedro Zambarano said MyGov will issue an immediate automated ticket number to a resident who submits a request; council and staff focused on what the policy should call the staff confirmation that a department has reviewed and assigned the ticket. Council members asked that the policy distinguish the automated receipt (instant) from a department-level acknowledgement that the assigned department had reviewed the request and provided an estimated timeline.
One council member said, "The acknowledgement that I submitted it should be almost instantaneous and I should get a unique identifier," arguing the clock for performance measures should start on submission. Staff clarified the intent: the user will get an immediate automated ticket but the policy’s "acknowledgement" step refers to a department review and assignment. Council settled on the phrase "department acknowledgement" and agreed to shorten proposed turnaround and escalation thresholds to be more responsive, while giving staff a brief ramp-up period tied to training. Council asked staff to begin gathering metrics after a short post-rollout stabilization window and to return for a formal review in six months.
Council voted to adopt the policy with the discussed edits. The motion passed on a voice vote.
What’s next: staff will finalize policy wording to read "department acknowledgement," implement MyGov training sessions and begin metrics collection after the platform stabilizes; staff will return with a six‑month report on performance and suggested adjustments.
Provenance: topicintro SEG 2515; topicfinish SEG 3290.
