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Gilroy reports improved SeeClickFix performance but council presses for clearer SLAs and community input
Summary
City staff reported 4,100 service requests through Gilroy Connect with steady improvement in meeting service‑level agreements; councilmembers praised progress but urged clearer SLA expectations, public communication and better escalation procedures.
Staff presented Gilroy Connect performance data through June 2026: 4,100 requests received since launch, 1,700 from account holders and 2,400 from guest/anonymous users, with a reported overall closure rate of 98.7% and recent improvements in meeting internal service‑level agreements (SLAs). Staff said the city is working to recalibrate SLAs where they do not match operational realities and to require progress updates at each SLA interval.
Councilmembers praised departments that have been responsive but also raised specific concerns: they asked that SLAs be communicated to residents when a request is submitted, that escalation emails reliably include department directors, and that staff include residents in any SLA redesign or benchmarking. Some members argued anonymous reporting should remain to protect residents from retribution; others asked staff to consider narrowing the number of request categories and to pause for a review and relaunch to ensure the tool aligns with capacity and council priorities.
