Newspaper article Pittsburgh Post-Gazette (Pittsburgh, PA)

City Expects App, Software to Improve Its Efficiency

Newspaper article Pittsburgh Post-Gazette (Pittsburgh, PA)

City Expects App, Software to Improve Its Efficiency

Article excerpt

A new app and software should help Pittsburgh residents and employees better track non-emergency requests - like filling that pesky pothole that could swallow a car - through the 311 system, the city announced Friday.

Mayor Bill Peduto's office and the Department of Innovation & Performance unveiled the app "MyBurgh" and a new software system expected to improve customer service and increase efficiency for 311 operators and employees, from departments such as Public Works, Permits Licenses & Inspections and the police bureau, which respond to requests from the public

The app, which is free to iPhone and Android users, allows users to capture location by GPS, track the progress or completion of a 311 job and upload pictures and .pdf files. MyBurgh also provides information from the city, such as press releases, contact information, garbage and recycling pickup and seasonal information such as snowplow tracking and snow resources.

"As you can imagine, we are very anxious to replace those with the spring Citiparks schedule," 311 manager Wendy Urbanic said.

Requests can still be submitted by calling 311, online at pittsburghpa.gov/311/form, where residents can create their own account, or by sending a tweet to @Pgh311.

Most 311 requests start as phone calls, and the new Customer Relationship Management software will give callers the option to receive updates on their request, Ms. Urbanic said.

311 received 94,712 calls in 2015 - up 56 percent from 2013 - and had a drop-call rate of less than 1 percent, coming in below the industry standard of 5 percent, she said.

It processed 84,018 service requests in 2015; 60,311 in 2014; and 36,935 two years ago, according to city data.

The app and upgrades are part of a three-year, $162,600 contract approved by City Council and the mayor in October 2014, the mayor's office said. …

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