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Rental‑registry ad hoc committee flags usability problems; 3DI demo scheduled Aug. 20
Summary
An ad hoc committee reported that 40% of survey respondents said the registration portal did not resolve their issues and 34% found it difficult to use; the vendor 3DI will present an updated user‑interface demo at the board's Aug. 20 meeting.
The rental‑registry ad hoc committee presented survey results at the Aug. 6 meeting showing persistent usability problems with the city’s rental‑registry portal. Committee lead Member Wernberg summarized findings from respondents and recommended targeted fixes to the exemption flow, payment/invoicing steps, address matching, and support access.
The survey results include: 40% of respondents said the portal didn’t solve their issues; 34% described the site as difficult or not user friendly; and 11% reported they had to call, email or visit in person because the site failed to resolve their task. Committee recommendations include adding an exemption eligibility decision tree, inline help, payment confirmation, and a dedicated helpline or live chat to reduce phone/email delays.
Member Wernberg said most of the suggested improvements will be implemented in the vendor's new user interface and that 3DI, the portal vendor, will present a demo at the board's next meeting on Aug. 20. Several board members praised staff and the committee for consolidating feedback and requested the presentation be recorded for public access.
