Riverchase (4)-CS060123
DATE: January 23, 2006
TO: Jim Witt, City Manager
FROM: Ken Griffin, Dir. of Engineering/Public Works
RE: Bob Schultz's letter to Mayor dated January 6, 2006
The problem noted in Mr. Schultz's letter to the Mayor has been resolved. I have attached
several e-mails between Mr. Schultz, the city and the management company that maintains the
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common areas for the Riverchase HOA, dated between January 18 and 21, 2006.
Mr. Schultz's original request came in on January 3, 2006 through the city's C2 Customer Service
module. It was automatically routed to Debi Ingram who created a work order in our Impact
software for the problem to be investigated.
Work Order # WOWA-06-0018 was created on Jan. 3, 2006 and assigned to Danny Hightower
for investigation. The investigation showed that Verizon had come through the area and
damaged the irrigation system. Danny also spoke with Mr. Schultz concerning his request.
Up until this point, everything was handled perfectly by the city's software system and the city
staff. However, the next series of events get a little confusing.
Over the last two years we have had approximately 2300 Work Orders/per year in the Utilities
Division, or 9 Work Orders/per day. So the goal of the Utilities Division is to rectify any issues
associated with work orders, close them out and move on to the next work order.
When it is determined that a work order will require no more resources from the city, that work
order is typically closed out. In this case, once it was determined that the issue was a Verizon
issue and that they had been contacted and also made contact with the resident, the work order
was closed out on January 4, 2006. At the same time, we closed out the C2 request.
The problem with closing out the C2 request is that it provides a canned response to the
originator of the request, which states "your request has been completed".
This is when Mr. Schultz became irritated because it was obvious that the problem had not been
resolved and yet he was receiving information from the city that the Public Works Dept.
considered the ticket closed and the work complete.
We entered a new work order on January 6, 2006 and that work order will be kept open until we
can verify that Verizon has made all necessary repairs. Based on the e-mail received on
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Saturday, January 31, it appears that all work has been completed. Keith Marvin will verify
that in the field before closing out the C2 request.
In summary, the system worked correctly and city staff handled it appropriately; however, the
canned response caused concern to the originator of the request. We will be reviewing different
ways to handle requests of this type in the future.
I have attached Mr. Schultz's letter to the Mayor, the canned response that he received from the
C2 system, plus various e-mails from the property management company, Mr. Schultz, the city,
and Keith Marvin's e-mail to me concerning the status of the work.
If you have any additional questions or need any additional information please feel free to
contact me.