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HomeMy WebLinkAbout09-2. QR Code to Direct the City's Mobile Srv Request App & Report Maintenance needed at Parks•No• • •- -•i- i •' • i • A • h - • i i That the City Council authorize the City Manager to approve the creation of a Quick Response code and the installation of a "Maintenance City Parks" button option to the City's redesigned mobile service request system for City Parks. �T«�:(�3:T•111 � 1�7 As part of the Council's commitment to Efficiency and Adaptability, a third interdisciplinary Downey Innovation and Technology Team was convened to study the implementation of technological and process improvements to enhance service and transparency and/or provide cost savings to the organization. The following staff members were selected for the Third Innovation and Technology Team: Andrew Despres — Library Rebecca Guerrero — Public Works Alfonso Hernandez — Community Development Fire Captain Anthony Hildebrand — Fire Leif Lovegren — Parks and Recreation Jean Pominville — Police Department Raul Rodriguez — Finance Sandra Vera — Human Resources Serving as Senior Advisor to the Innovation Team was Vaniah De Rojas (City Manager's Office). Efficiency is an important value of the City Council, and as such, the Innovation Team investigated options that could enhance public service. Staff discussed the potential for creating a quick response code (or QR Code) that would be posted at City parks and facilities and would direct residents to the City's mobile service request application where they can report non- emergency maintenance needs for City park amenities, such as bathrooms and picnic shelters. The Team found this initiative will help provide improved response times to basic maintenance issues, rather than solely relying on regularly scheduled staff rounds. This especially important on the weekends when a number of activities could be occurring at City parks. In addition, the initiative will alleviate the demands on senior and/or specialized staff by allowing the identified service requests to be responded to by staff at all levels. The way the application would work is that if a patron sees that a bathroom or picnic shelter at a City park needs maintenance, the individual can scan the amenity featuring a QR Code (attached example). The QR Code will direct them to the City's service request application where they can report the issue, and allow them to tag the location and attach a photo. Once submitted, notification of the request will be sent directly to the appropriate maintenance division/staff member nearest the site to ensure the issue is addressed as soon as possible. The status of the request is updated by the staff member so that all others who received the notification no longer have to respond to the request. In order for this process to work, staff is recommending that a "Maintenance City Parks" options button be added to the landing page of the City's redesigned service request application. This would be similar to other buttons being added (i.e. report fireworks, coyotes) to the new interface redesign of the City's mobile service request application currently being coordinated by the City's GIS staff. By utilizing this application, the City can improve efficiency and customer service, as staff will be able to address basic maintenance issues in a more expeditious manner. Quality of Life, Safety, and Infrastructure Public Engagement The initial cost to create the service is $3,350, with a $19 recurring monthly cost. A total of $3,000 is required to include a new mobile "Maintenance City Parks" application component to the City's future revamped mobile service request application. An additional $19 monthly subscription is allocated towards the maintenance and reporting of quick response codes (or QR Codes), and $350 will be used for media, such as posters and other print outs, to be installed throughout various Parks and Recreation facilities. Adequate funding is available in the Fiscal Year 2019-20 budget to cover this expenditure. ATTACHMENT Attachment A — QR CODE E N can submit a request for maintenance under "Maintenance City Parks"