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Council discusses automating resident request tracking to improve efficiency
Summary
Councilors suggested adopting automated customer‑service platforms used by peers to track resident requests, capture service outcomes, and free staff time — a necessary step if pay increases are to be sustainable without overburdening employees.
Several council members recommended that Alpine modernize its resident‑services tools to reduce staff workload and capture evidence of completed work that could inform merit pay. One councilor referenced another city that uses an automated platform with reporting features accessible to council and the public.
"We talked about software and we recommended it...it sounds like it's going to be implemented," a council member said, urging staff to integrate resident request tracking so the city can show measurable service outcomes. Staff cautioned that documentation requirements can take time and might shift staff effort; councilors asked staff to model efficiencies and adoption strategies to ensure tracking does not unduly burden frontline workers.
