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City to end SeeClickFix contract; staff will revert to phone/email and website contacts
Summary
City staff announced the contract for SeeClickFix will end Aug. 7; staff said the service cost about $100 per submission and will be replaced with department phone lines, email contacts, a website contact area and a revised phone tree, with staff responsible for verification and tracking.
City staff presented a plan to discontinue the SeeClickFix third-party submission platform and return to department-based phone and email contacts, a website contact hub and an updated phone-tree system.
Kevin Jennison told the council that SeeClickFix achieved its original goal of enabling citizen-to-staff communication but generated many anonymous or nickname submissions and staff time-consuming reviews. He stated, "it was costing us, like, a $100 per submission," and said the contract had been cut from the budget; the last service date will be Aug. 7. Council members pressed staff on residency verification, completion tracking and staff workload. Jennison and other staff said departments will develop standardized forms and ground rules, and that the change should save roughly $18,500 to $20,000 annually though it will ask staff to assume more of the intake and tracking work.
Council members recommended clear tracking/status terminology (open/scheduled/closed) and a standard form for phone or email intake so different departments capture consistent information. Staff said they would coordinate with the phone vendor to ensure phone-tree routing and would post contact cards on the city website and promote them via social media.
