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Key Activity 1.3: 311 -Style Reporting <br />Platform & Service Hub <br />What it is: <br />Centralized issue reporting via web, app, and phone with <br />ticket numbers, service time targets, GIS integration, and <br />public dashboard. <br />Why now: <br />Requests are handled inconsistently across departments with <br />information living in silos, frustrating residents who make <br />repeated calls.What we'll do: <br />• Launch 311 intake with clear categories routing to the right <br />team, setting and posting service level targets <br />• Integrate with internal workflows so departments see and <br />act on requests <br />• Publish simple dashboard and place QR codes in facilities <br />and parks <br />• Train staff on system and establish SOPS for response <br />Timeline <br />Years (first release Year 1) <br />Est. Cost <br />(platform) + training <br />Success Metrics: <br />• >_90% of requests acknowledged <br />within 24 hours <br />• Reduction in repeat calls on same <br />issue <br />• Increase in resident satisfaction <br />with service requests <br />