Request #3051
This Public Records Request relates to the operation of the “Citizens Request” platform that the city utilizes to handle issues as reported by residents, (https://www.ci.garden-grove.ca.us/citizen-requests/), of which there have been perceived concerns as observed by several citizens of the city— who have kept track of numerous CR numbers to check its progress over several weeks and months.
The request is made regarding the handling, routing, execution and closing of requests by the city employees who are designated to do so, and our request pertains to the following:
• What are the operating guidelines the employees are given to utilize the system (rules set forth by the city, etc.)?
• Why are requests closed, when the automatically-generated email states “Your request has been marked as closed or has been scheduled for completion within the next few days,” and then it is discovered that several days, and even weeks later, the reported issues still remain undone? Specifically this has entailed reports of public graffiti, potholes, shopping carts, etc., which were requests accepted and assigned work orders.
• Why are valid requests sometimes marked as rejected, with a notation that the issue is to be followed up on? Most recently we discovered this morning, by going through the past week’s CR numbers one at a time, that a shopping cart request (CR-3219), though valid like previously submitted ones, was marked as rejected. Why are they marked as such when valid? What made CR-3219 any different than the others to be marked as rejected?
• Why does there appear to be a limited cap of one-hundred (100) requests viewable, on their own, displayed on the site at any given time? CR’s, rejected or not accepted, are still viewable by number when entering in manually.
• What are the time frames set forth for job completions on work orders?
• Why does city employee, Rosemarie Jacot (Public Works/Engineering Division) not respond to citizen emails, that she initiates, when an ongoing problem of the affected Citizen Request(s) still remain unresolved?
• Have any quality or compliance reports, or anything similar, been done to audit the progress and handling of the Citizen Requests platform? If so, please provide a copy of those.
• Who is in charge of the Citizen Requests platform?
• Who is the contact person at the city when concerns, such as these in request form, arise?
Thank you for your attention in this matter.
Correspondence
To Whom It May Concern:
The City has reviewed your requests and notes that only the item pertaining to quality or compliance reports seeks public records, the rest of your request is for answers to your questions pertaining to the City’s Citizen Requests platform.
As to the compliance reports, the City does not have records responsive to your request. As to your questions, please provide us your name and contact information so that we may contact you to follow up.
Sincerely,
Denise Kehn
Records Specialist
City Clerk's Office
City of Garden Grove
714-741-5036
For what isn't available, per your response, is understood. For the remaining inquiries of this original request— these can be answered and replied to here. Since when did individual contact become a requirement? I thought Garden Grove fostered transparency.
Please follow the FOIA.
Thank you.