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SeeClickFix offers a faster way to file complaints with the City of Quincy

Posted by Jessica Bartlett  October 14, 2011 11:27 AM

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Whether it’s driving over potholes, passing by graffiti, stepping over litter, or walking under broken streetlights, Quincy residents now have a way to report the problem right from where they are standing.

The city recently signed on to the SeeClickFix program, which enables residents to file grievances with the city using a mobile app on their phones.

Although Quincy officials have had their own program to accept and see complaints online, this will be the first time the complaints can be filed on the spot.

According to a release, once the mobile app is downloaded, a resident can take a photo of the problem, select a service category, and report it to the city. The app also is set to record location information with the phone's GPS capabilities.

Once a complaint is logged, commentary attached to the complaint will be visible to the public, enabling all residents with a similar interest in an issue to get feedback all at once.

“SeeClickFix is completely public… and you can follow the issue,” said Chris Cassani, director of constituent services for Quincy. “If you went on today, and looked at Quincy, there’s Quincy Shore Drive dredging issue. Three people want it fixed, the constituent sent in their request and I responded, so the person who submitted it and people who [followed it] would receive that correspondence.”

A correspondence about the issue would be needed mainly for longer-term complaints. Depending on the nature of the request, short-term fixes, such as potholes, broken lights, or health code issues, will be addressed in 24-48 hours, Cassani said.

Longer-term complaints would be addressed with a plan of action, and the “goal is to provide people something about process as opposed to telling people someone will be out immediately to fix it,” Cassani said.

The city receives approximately 40-50 complaints a month with the current system. Cassani expects that figure to increase with the easier reporting access.

An additional benefit is that by signing on with the new system, the city can access complaints that have already been filed.

SeeClickFix has been available on Boston.com and Patriotledger.com. With this new partnership, however, those complaints will finally get some city response.

"We are hoping to leverage this comprehensive platform to increase efficiency when responding to service requests while improving the city's infrastructure and quality of life along the way," Mayor Thomas Koch said in a release. "And, more important, SeeClickFix will help us empower the citizens we serve and push them to actively engage with each other, their neighborhoods, and us."

According to Cassani, the transition from the old system to the new shouldn’t be too rocky.

“With this partnership, the response to these issues will be seamless,” he said. “We expect people will be delighted, but we haven’t heard much feedback as of yet.”

Residents can download the mobile app on their smart phone. Find it by searching for ‘SeeClickFix'. More information is also available on their website.

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