Advisory Concerning the City’s Complaint-Based Approach to City Services
Summary
To support the coordination of the City’s service delivery strategy, this advisory summarizes OIG’s encounters with inefficient complaint-based service provision and suggests improvements to promote a balance between complaint-based and proactive approaches.
Executive Summary
Across its past work, OIG has identified recurring instances of inefficiency resulting from an imbalance between proactive and reactive service delivery. Specifically, the City’s primary use of 311 complaints to allocate resources has had negative impacts on the long-term cost, safety, and equity of City services. In December 2023, OIG advised the Mayor’s Office of these observations and suggested that City departments develop and document service delivery strategies based on considerations of need, risk, and multi-year budget planning.
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