►
From YouTube: January 19, 2023 Public Works & Infrastructure Committee
Description
Additional information at:
https://lims.minneapolismn.gov
A
Good
afternoon,
everyone
I'm
going
to
call
to
order
this
regular
meeting
of
the
public
works
and
infrastructure
committee
for
January
19,
2023,
I'm,
Andrew,
Johnson
and
I'm,
the
chair
of
the
committee
and
at
this
time
I'll
ask
the
clerk
to
call
the
role.
So
we
can
verify
that
we
have
a
quorum
for
this
meeting.
A
A
The
record
reflect
that
we
have
a
quorum
and
with
that,
the
agenda
for
today's
meeting
is
before
us.
There
are
three
items
on
the
consent
agenda
which
I
will
read
for
the
record.
The
first
is
accepting
a
donation
from
River
network
of
a
litter
capture
boom
system
at
Lake
Hiawatha.
A
Not
seeing
any
from
committee
members
so
I
will
go
ahead
and
move
all
those
items
and
all
those
in
favor,
please
signify
by
saying
aye
aye,
those
opposed,
say,
nay
and
the
eyes
have
it
and
the
consent
agenda
is
approved.
Next,
we
will
move
on
to
our
public
hearings
today,
and
the
first
is
considering
amendments
to
the
right-of-way.
Permit
fees,
ordinance
and
I
will
ask
director
Anderson
Kelleher,
who
will
be
presenting
on
this
item.
Thank.
E
F
F
So
why
do
we
want
to
amend
these
ordinances?
The
primary
goal
of
these
amendments
is
to
coordinate
ordinance
language
affecting
Public
Works
permits
across
related
ordinance
chapters
and
the
permit
or
the
current
difference
is
in
ordinance.
Language
affects
the
ability
of
Public
Works
to
enforce,
permit
requirements
and
resolve
right-of-way
issues.
F
So
this
is
430.110
denial
of
permit
changing
mandatory
to
prescriptive
aligns
with
our
current
practices.
Situations
arise
where
it
would
be
in
everyone's
best
interest,
including
the
cities
to
approve
a
permit
than
previous
years,
based
on
ordinance
would
have
been
mandatory
to
deny
by
updating
the
ordinance.
We
are
allowing
the
engine
allowing
for
engineering
judgment
to
be
made
in
a
case-by-case
scenario.
F
F
Common
examples
that
can
be
addressed
by
updating
the
language
in
437.20,
using
similar
language
contained
within
chapters
429
and
430.
It
has
been
made
clear
what
actions
can
be
taken
if
a
contractor
does
not
obtain
a
right-of-way
permit,
does
not
follow
the
permit
requirements
or
completes
unsatisfactory
work
when
constructing
a
sidewalk,
curb
sidewalk,
curb
Gutter
and
other
pavement
within
the
right-of-way.
So,
with
this
ordinance
change,
we'll
have
clear
steps
to
take
if
the
permit
process
is
not
followed.
F
Here
are
examples,
a
few
images
of
examples
that
are
brought
to
my
attention.
Frequently
I'll
go
through
them.
The
one
on
the
left
here
is
a
new
fiber
was
installed
connected
to
a
5G
pool.
They
cut
through
the
landing
of
The
Pedestrian
ramp
and
did
not
replace
that
Landing
with
an
ADA
Compliant
pedestrian
ramp
example.
Two
in
the
upper
right
there
is
a
fiber
box
that
was
installed.
F
They
did
not
do
the
proper
restoration
of
the
sidewalk
around
the
fiber
box
and
what
needs
to
happen
is
the
panel
needs
to
be
replaced
and
potentially
the
next
panel
next
to
it
option
number
three,
the
bottom
right
there.
There
were
some
utilities
that
came
through
and
they
took
out
the
landing.
The
rest
of
the
ramp
is
ADA
Compliant,
but
it
does
need
new
concrete
in
the
landing
area.
F
A
couple
more
examples
here,
so
there's
some
Fiber
that
was
coming
down
one
of
these
streets
and
they
were
doing
some
pothole
to
find
other
utilities
they
did
not
or
they
got
into
that
landing
and
the
ramp
area,
and
they
did
not
replace
it
with
an
ADA
Compliant
pedestrian
ramp
in
the
upper
right.
This
was
a
development
and
they
put
in
new
sidewalk
but
did
not
install
an
ADA
Compliant
pedestrian
ramp
in
that
corner
either.
F
A
Thank
you
for
the
presentation
I'm
going
to
see
if
there
are
any
questions
from
committee
members,
not
seeing
any.
So.
Thank
you
appreciate
that
and
I'm
going
to
go
ahead
and
proceed
to
open
the
public
hearing.
I'll
ask
the
clerk.
If
anyone
is
signed
up
to
speak
in
a
head
shake?
No,
so
if
you
did
not
sign
up
yet
and
wish
to
speak
now
would
be
your
chance
to
speak
or
come.
A
Please
come
on
up
and
I'll
make
two
quick
notes:
one
we
for
our
meetings
typically
set
a
two-minute
timer
for
the
public
hearing
portion,
and
so
our
clerk's
office
will
be
utilizing
that
and
then
the
other
note
I
wanted
to
make
is
that
afterwards?
If
you
could,
please
see
the
clerk
and
just
make
sure
you
sign
in
that
would
be.
A
H
Given
my
two-minute
limit
that
prior
to
2021,
we
would
pay
typically
20
to
25
000
for
an
affordable
project
of
100
units
to
close
a
sidewalk
or
a
street.
In
order
to
do
construction,
Minneapolis
is
a
built
form.
City
everything
is
very
tightly
constructed
and
if
you're
going
to
build
a
new
project,
particularly
in
transit
corridors,
you
have
to
close
the
sidewalk
for
Public
Safety
in
order
to
bring
the
crane
and
the
material
in
from
the
street
in
order
to
build
the
project.
H
Gap
solution
for
this
and
I
just
want
to
note
for
your
policy
that
this
is
disproportionately
affecting
the
community
of
color,
because
that
is
the
community
that
has
the
most
to
lose
in
terms
of
loss
of
affordable
housing.
The
community
of
color
is
typically
housing
poor
in
terms
of
its
ability
to
find
suitable
housing
and
developer
communities.
Particular
bipod
developers
don't
have
the
resources
to
overcome
these
fees
that
are
not
available
through
traditional
funding.
So
I
just
want
to
bring
this
to
your
attention.
I'm
happy
to
answer
questions.
If
you
have
any.
A
Anyone
else
not
seeing
any
owl
go
ahead
and
close
the
public
hearing
for
this
and
for
this
item,
I
will
go
ahead
and
move
this
item
and
then
see.
If
any
of
my
colleagues
have
any
comments
or
questions.
A
So
I'm
not
seeing
any
I
guess
I
will
just
ask
maybe
to
director
Anderson
Kelleher
for
the
comments
that
we
heard
related
to
this
increase
in
the
sidewalk
fees.
These
obstruction
fees.
You
know
I've
heard
this
from
a
number
of
other
developers
before
and
was
curious
if
Public
Works
has
any
thoughts
to
share
on
these
concerns.
E
So,
thank
you
Mr
chair.
First
of
all,
let
me
state
that
I
do
not
believe
this
ordinance.
Cleanup
language
has
anything
to
do
with
the
item
that
Mr
Men
spoke
about.
So
the
item
you're
voting
on
is
a
language
cleanup
of
the
ordinance
Public,
Works
and
cped
did
meet
a
couple
of
months
ago
with
Mr
Men
and
his
Representatives.
E
There
was
an
acknowledgment
that
I
believe
it
was
in
cped's
court
that
they
were
going
to
at
least
look
at
the
affordable
housing.
Piece
of
this,
however,
I
do
want
to
state
that
this
was
not
Public
Works,
unilaterally
raising
fees.
This
was
the
2021
city
council,
holding
a
hearing
examining
this
fee
increase
and
then
voting
on
it
and
the
mayor
signing
it,
and
this
is
now
city-wide.
E
It
used
to
be
just
a
downtown
ordinance
if
I'm
remembering
that
correctly-
and
it
really
is
about
making
sure
that
the
use
of
the
street
is
accessible
for
people,
and
so
that
you
know
opens
certainly
to
further
conversations
with
council
members,
as
well
as
with
the
Housing
Development
Community,
but
as
I
recall
the
conversation,
it
wasn't
going
to
be
just
about
affordable
housing.
E
A
Thank
you
director
and
I
appreciate
that,
and
even
though
this
wasn't
specific
to
this
ordinance
I
do
appreciate
you
at
least
being
able
to
speak
to
that
concern.
Since
you
know,
as
a
council
member
I've
heard
it
from
others
as
well,
and
it's
being
raised
in
this
public
venue,
it's
good
to
get
a
response
on
that.
So
thank
you.
I
appreciate
that
any
other
comments
or
questions
from
Council
Members,
council
member
Chota.
I
Thank
you,
chair,
Johnson,
director,
I
I,
can't
remember
if
you
included
this
when
you
were
just
sharing
a
little
bit
more
about
these
fees,
but
am
I
understanding
correctly
that
this
was
the
first
time
this
fee
was
raised
in
over
20
years,
and
there
was
actually
a
lot
of
conversation
around
around.
I
Why
we,
you
know
hadn't,
we
we
hadn't
been
raising
over
time,
and
then
we
saw
this
sudden
jump,
which
was
a
part
of
why
people
felt
it.
So
it
was
really
and
there's
there's
conversation
among
public
work
staff
around
raising
them
at
you
know
more
regular
increments
or
more
predictable
times.
Instead
of
you
know,
waiting
20
years
than
something
that
was
a
price
many
years
ago
is
just
different.
Now.
E
So,
thank
you.
Mr,
chair
and
council
member
chug
dye
I.
Think
there
have
been
a
couple
of
fee
increases
this
one
under
the
2021
Council
and,
of
course,
we
both
weren't
here
to
hear
the
debate
on
this
one
and
the
background.
But
I
do
believe
that
is
accurate,
that
the
the
I
think
the
two
concerns
that
have
been
raised
are
both
in
the
amount
of
fee
for
lane
closure.
So
this
is
when
a
developer
is
developing.
They
may
close
a
street
lane.
E
They
may
close
a
sidewalk
Lane
and
being
able
to
apply
that
there
also
was
another
fee
earlier
this
year
that
you
may
be
remembering
as
well.
That
has
to
do
more
with
the
business
parking
zones,
loading
zones,
the
businesses
request
and
what
they
pay
for
them,
and
that
is
another
area
where,
through
investigation,
so
I'm
I
think
that
we
might
be
having
both
of
those
come
into
your
question.
A
Not
seeing
any,
then
all
those
in
approval,
please
signify
by
saying
aye
aye,
those
opposed,
say,
nay,
eyes
have
it,
and
that
recommendation
will
be
forwarded
to
the
next
week's
council
meeting
for
final
action.
Next
up,
we
have
a
public
hearing
today
on
considering
the
Park
Lane
neighborhood
street
reconstruction
Project
Director,
Anderson
Kelleher,
who
will
be
presenting
on
this.
E
G
The
proposed
project
consists
of
reconstructing
approximately
0.3
miles
of
Park
Lane
elements
to
be
included,
as
part
of
the
project
includes
full
removal
of
the
existing
roadway
new
pavement
curb
and
gutter
Cobblestone
streetscape
enhancements,
green
infrastructure
and
utility
improvements.
The
project
will
also
include
new
signage
and
new
payment
markings.
G
G
This
project
also
includes
a
streetscape
assessment
for
Cobblestone
curb
enhancements
in
the
amount
of
165
thousand
dollars.
This
will
apply
to
all
properties
on
Park
Lane
and
is
based
on
the
land
area
of
benefited
Parcels
located
within
the
influence
area
of
the
improved
Street.
This
was
supported
by
the
neighborhood
through
a
petition
process.
G
The
events
of
today's
public
hearing
staff
hosted
virtual
Outreach
activities
throughout
the
planning
and
design
of
the
project.
A
pre-assessment
meeting
was
held
on
January
12th
to
provide
an
overview
of
the
project,
discuss
planned
improvements
and
answer
any
questions
related
to
the
assessment
method
and
process.
G
This
meeting
notice
was
sent
out
to
27
Property
Owners,
with
seven
Property
Owners
attending
today,
Public
Works
is
asking
city
council
to
pass
resolutions
ordering
the
work
to
proceed,
adopting
the
special
assessments
authorizing
the
sale
of
assessment
bonds
and
authorizing
abandonment
and
removal
of
area
ways
in
conflict
with
the
project.
That
concludes
my
presentation.
I'll
stand
by
for
any
questions.
Thank.
A
Finally,
today
we
have
one
last
item
before
us
which
we'll
be
receiving
and
filing
a
report
on
311
intake
and
workflow
of
Public
Works
cases,
so
presenting
today
will
be
Rebecca
Sandell
from
the
3-1-1
department
and
before
we
begin
I'll
just
note
to
council
members
that
we
expect
this
presentation
probably
to
take
about
30
minutes.
A
There's
a
lot
of
great
information
in
it.
I
would
say
just
so
that
we
can
get
through
the
presentation
and
since
a
lot
of
questions
will
probably
be
answered
at
some
point.
If
you
do
have
questions,
my
plan
is
to
try
to
save
those
until
the
end
of
the
presentation.
So
please
write
down
your
your
questions
and
any
slides
if,
if
you
have
them
and
we'll
Circle
back
up
at
the
end,
so
welcome
to
sandal.
Thank
you.
B
Chair
Johnson
members
of
the
committee,
my
name
is
Rebecca
Sandell
and
I
am
the
interim
director
of
3-1-1
I'm
here
today
to
present
on
311
intake
and
workflow
of
Public
Work
cases.
I
will
Begin.
By
discussing
how
311
works
with
departments
in
general,
then
we'll
focus
on
cases
entered
for
public
works.
I
will
then
further
focus
in
on
an
example
of
a
life
cycle
of
a
case
from
an
intake
to
resolution
before
completing
my
presentation
with
next
steps.
B
Throughout
this
presentation,
I
will
be
referring
to
customers
for
the
purposes
of
this
discussion
when
I
refer
to
customers.
I
am
speaking
of
residents
of
the
city,
business
owners,
those
working
in
the
city
or
traveling
through
who
reach
out
to
3-1-1.
Looking
for
help
I'd
like
to
begin
by
talking
broadly
about
how
311
interacts
with
all
departments,
this
table
reflects
what
3-1-1
overseas
versus
what
the
department
oversees.
Though
our
agents
provide
departmental
information
to
customers.
It
is
up
to
the
department
to
determine
the
level
of
access.
B
3-1-1
should
have
to
information
and
what
can
be
shared.
We
also
depend
on
departments
to
proactively
communicate
changes
to
process
and
new
information.
311
reports,
information
on
behalf
of
the
customer
and
develops
and
implements
online
self-service
and
mobile
app
cases
that
can
facilitate
this
process
as
well.
However,
the
department
determines
the
process,
procedures,
resolution
workflows
and
assigns
and
resolves
issues.
B
It
is
also
up
to
the
department
if
there
will
be
a
self-service
option
for
service
requests
handled
by
their
Department
311
will
work
with
the
departments
in
the
in
their
design
and
implementation,
though
311
provides
the
customer
with
as
much
information
as
is
available
to
us
on
the
resolution
of
issues
and
the
expected
timelines.
The
information
is
determined
by
the
department.
B
311
is
often
the
first
in
the
city
to
know
about
emergent
issues
we
receive
calls
almost
immediately.
We
will
reach
out
to
the
Departments
impacted
and
instrumental
in
a
response.
Departments
will
determine
the
response
and
we
rely
on
them
to
provide
us
timely
information
to
communicate
back
to
the
customer.
B
311
will
engage
departments
when
we
detect
there
is
a
process
breakdown,
often
due
to
situations
requiring
an
interdepartmental
response
and
will
provide
suggestions
for
Solutions
and
work
with
departments
on
coordinating
interdepartmental
efforts.
Ultimately,
the
response
needs
to
be
developed,
agreed
upon
and
implemented
by
the
Departments.
B
One
of
our
biggest
challenges
is
inconsistent
workflow,
some
of
our
case
sites
types
such
as
graffiti
cases
and
traffic
control
cases
have
workflows
set
up
from
beginning
to
end
in
login.
So
at
any
given
moment,
agents
are
able
to
communicate
to
a
customer
what
has
happened
with
a
case
and
what
will
happen
next
for
others,
the
case
will
be
submitted
and
no
more
information
will
be
provided
until
the
case
is
closed.
B
So
there
is
no
indication
whether
action
is
being
taken
to
address
the
issue
on
others
departments,
May
close
out
the
case
once
it
has
been
assigned
to
a
work
group
or
at
another
earlier
point
in
the
process,
so
it
appears
the
case
has
been
resolved.
When
the
customer
reports
there
is
still
an
issue.
B
B
To
put
this
in
perspective,
our
agents
go
through
five
months
of
intense
training
to
assist
customers
in
reporting
information
to
the
correct
resolver.
With
the
best
information.
When
customers
submit
these
service
requests,
they
go
directly
into
our
login
system
to
be
addressed
by
the
resolving
Department.
There
are
many
times
these
cases
are
not
routed
to
the
correct
resolver
or
do
not
contain
the
necessary
information
for
the
resolver
to
understand
or
address.
The
issue
for
the
customer.
B
Transparency
is
Central
to
our
work
at
3-1-1.
Our
answers
and
updates
on
cases
are
only
as
good
as
the
information
provided
by
the
resolver.
For
many
case
types
311
receives
no
updates.
Until
the
case
has
been
closed,
there
can
be
many
incremental
activities
being
completed
by
the
resolver.
That
311
has
no
information
on
this
can
make
it
it.
This
can
make
it
appear.
The
department
or
3-1-1
are
not
doing
anything
when
there
is
often
work
happening
within
the
department
service
level.
Agreements
refer
to
the
number
of
days
or
amount
of
time.
B
The
resolver
has
to
close
a
case.
As
was
indicated
on
the
previous
table.
The
service
level
agreement
is
set
by
the
resolving
Department
in
many
situations.
The
amount
of
time
it
will
take
to
resolve
an
issue
is
not
Universal
among
even
like
cases.
For
example,
the
street
light
outage
service
level.
Agreement
is
60
days,
though
40
percent
of
these
cases
are
closed
within
the
first
two
weeks
and
the
majority
are
resolved
within
the
first
month.
B
The
service
level
agreement
is
set
at
60
days
to
account
for
issues
that
will
be
more
involved
to
resolve
when
it
comes
to
operations,
departments
largely
work
within
silos
with
311,
as
the
Hub
3-1-1
has
a
comprehensive
and
thorough
understanding
of
how
the
City
Works
and
what
department
or
division
is
responsible
for,
addressing
which
issues
there
are
times
when
an
issue
does
not
neatly
fit
into
one
category.
In
these
cases,
311
is
often
in
the
middle
trying
to
assist
with
a
resolution.
B
Our
agents
often
need
quick
need
to
quickly
navigate
multiple
systems.
To
answer
a
single
customer
question:
for
example,
when
a
customer
contacts
3-1-1
to
find
out
where
there
is
a
street
closure,
why
there
is
a
street
closure
or
a
parking
restriction
on
their
block
agents,
visit
multiple
maps
and
applications
across
multiple
divisions
and
jurisdictions
until
they
locate
an
answer
for
many
of
these
service
requests
for
many
of
the
service
requests
that
are
submitted
via
the
login
system,
the
workflow
and
ultimate
resolution
is
handled
in
another
system.
B
B
Thank
you
now
that
I've
shared
how
311
works
with
departments
and
challenges
that
they're
in
let's
turn
our
attention
to
how
we
work
with
Public
Works
3-1-1,
submits
57,
unique
service
requests
for
Public
Works
across
seven
divisions.
Last
year,
34
487
Public
Works
cases
were
submitted
in
login.
Sixteen
thousand
two
hundred
sixty
three
were
entered
by
the
public
online
or
via
the
mobile
app
18
224
were
entered
by
an
agent
at
3-1-1
service
level.
B
Transportation
maintenance
and
repair
makes
up
the
largest
number
of
service
requests
submitted
that
last
year.
Not
surprisingly,
this
is
the
category
that
contains
sidewalk
and
Street
cases
such
as
snow
and
ice
obstructions
and
potholes
Solid,
Waste
and
Recycling
contains
graffiti
complaints,
illegal
dumping,
complaints
and
overflowing
litter
containers,
surface
water
and
sewers
is
where
issues
with
the
sanitary
sewer
system,
such
as
odor,
backups
or
clogged
basins,
are
reported
under
underwater
treatment.
Underwater
treatment
and
distribution
are
water,
quality
and
service
reports,
water,
main
breaks
and
hydrant
issues,
transportation,
engineering
and
design
reflects
utility
cut
inquiries
and
complaints.
B
Transportation,
Planning
and
programming
includes
cases
dealing
with
biking
such
as
bike
lane
or
Trail
issues,
or
break
rack
installation
requests
broken
down
by
month.
You
can
see
Transportation
maintenance
and
maintenance
and
repair
drives
the
trend
trend
line,
showing
the
largest
number
of
cases
submitted
between
December
and
March.
This
is
due
to
the
Street
sidewalk
snow
and
ice
cases,
which,
of
course,
are
only
reported
during
months
where
we
traditionally
see
snow
events.
B
We
see
the
inverse
for
solid
waste
and
recycling.
Due
to
the
graffiti
cases,
we
tend
to
see
higher
numbers
during
the
warmer
months
when
it
stays
light
out
later,
March
often
brings
a
spike
in
sewer
cases
with
clogged
basins
during
the
spring
fall
in
looking
at
the
geographic
distribution
of
Public
Works
cases,
the
concentration
of
blue
indicates
the
largest
density
of
cases.
B
We
see
a
concentration
in
the
lit
in
the
Whittier
Lowery
Hill
East
area,
as
well
in
as
in
downtown
west
Nicollet,
Island,
East
bank
and
mercy
homes
area,
in
contrast,
immediately
east
of
the
area.
There
is
a
lack
of
density
in
the
area
of
downtown
east
and
Cedar
Riverside,
indicating
an
opportunity
for
engagement.
B
Sla
or
service
level
agreement
reflects
the
number
of
days
or
amount
of
time
the
resolver
has
to
close
a
case.
The
service
level
agreement
is
set
by
the
resolving
department
and
varies
depending
on
case
type
graffiti
cases
are
represented
in
solid
waste
and
recycling
Division
and
make
up
the
majority
of
the
cases
reflected
as
over
SLA.
This
is
due
to
the
unique
challenges
with
graffiti
abatement.
The
SLA
for
graffiti
cases,
is
20
business
days.
B
This
can
be
difficult
to
reach
over
the
winter
months
when
solvents
and
paints
are
ineffective
due
to
low
temperatures,
traffic
and
Parking
Services
includes
the
street
lighting
cases.
These
also
can
run
over
SLA
due
to
the
availability
of
resources
and
scope
of
the
issues
in
reviewing
the
number
of
cases
that
stay
open.
The
number
of
days
a
case
stays
open.
These
largely
align
with
the
service
level
agreements
within
within
each
division,
you'll
notice
that
all
of
the
transportation,
engineering
and
design
cases
are
resolved
within
one
business
day.
B
This
is
because
both
case
types,
utility
cut
inquiry
and
utility
connections
permit
inquiry
close
upon
submission
with
the
case
details
being
emailed
automatically
to
the
resolving
group
for
follow-up.
Transportation
maintenance
and
repair
also
has
a
large
number
of
cases
closed
within
one
day
due
to
sidewalk
snow
and
ice
cases.
These
cases
are
sent
via
interface
to
the
Enterprise
Land
Management
System,
where
a
snow
and
ice
code
enforcement
case
is
created.
At
this
stage,
the
login
case
will
be
closed
as
notified
advisory
sent.
B
The
case
will
continue
to
be
worked
in
Elms
and
updated,
and
updates
will
be
displayed
in
property
information.
This
is
where
our
agents
would
go
to
provide
answers
to
customers
wanting
to
follow
up
on
these
complaints.
We
see
many
street
light
outage
outage
cases
open
until
the
sixth
month
to
a
year
range.
These
are
cases
that
likely
have
a
more
involved
process
to
resolve
requests
for
News
traffic
signs
and
general
traffic
issues
largely
make
up
the
lot
the
cases
at
that
are
open
for
more
than
one
year.
B
These
cases
take
a
lot
of
research
and
often
a
lot
of
work
with
the
community
to
resolve
in
order
to
speak
in
Greater
detail
about
3-1-1
and
how
we
handle
Public
Works
cases
I'm
going
to
narrow
our
discussion
moving
forward
to
Street
lighting
cases
when
looking
at
lighting
cases
type
case
types
by
month,
we
see
a
fairly
even
distribution
of
street
light
outages
throughout
the
year
with
a
slight
increase
over
The
Late
summer
months.
Requests
for
new
street
lights
stay
consistent
through
the
year,
as
do
Street
record
damage
cases.
B
The
one
exception
is
a
spike
in
street
light
outage
and
street
light
wreck
and
damage
cases
in
August.
This
is
likely
due
to
a
couple
of
significant
storms.
We
had
that
month
in
looking
at
a
month-over-month
breakdown
by
channel
for
the
majority
of
months.
We
see
an
agent
submitted
case
representing
approximately
half
of
all
reported
cases
with
online
self-service
cases,
making
up
equal
shares
with
online
self-service
cases
and
mobile
app
cases
making
up
equal
shares
of
the
other
half
the
exception
would
be
July
through
October,
where
we
see
a
more
even
distribution
across
channels.
B
B
B
Here
agents
will
determine
what
type
of
lighting
issue.
In
this
scenario
they
will
select
light
out.
They
also
can
reference
the
knowledge
article
that
comes
up
which
contains
more
information
about
Public
Works,
current
workload
and
extenuating
issues,
in
this
case
details
on
resolver
process
and
instructions
for
follow-up
on
status
of
a
case.
Next,
the
agent
will
specify
the
location
of
the
issue
for
property.
Specific
cases
and
exact
address
is
needed,
but
for
many
Public
Works
cases
an
intersection
can
be
used,
as
we
will
see
used
in
this
scenario.
B
Once
the
agent
locates
the
appropriate
results,
they
will.
Click
continue
to
set
the
location
of
the
issue.
Scripting
then
loads.
Our
open
cases,
map
zoomed
into
the
location
we
specified.
The
open
case
map
also
contains
other
attributes.
In
this
case
case,
different
colored
dots
representing
the
street
lights
maintained
by
a
variety
of
jurisdictions.
Our
agent
will
use
the
appropriate
exit
in
scripting
based
on
what
the
pre.
What
is
the
present?
What
is
present
at
that
specified
location
for
purple
icons
agents
would
select
the
Excel
exit
for
the
menu
from
the
menu.
B
If
the
customer
would
like
to
would
like
our
agent
to
report
the
outage
on
their
behalf,
the
agent
would
click
on
the
link
to
report
the
issue
to
excel
Energy's
website.
The
agent
would
then
fill
out
the
form
for
the
customer
for
yellow
icons,
agents
will
select
the
Property
Services
exit
and
we'll
gather
information
on
the
issue
to
email,
Property,
Services
green
icons
indicate
a
street
light
maintained
by
the
city
of
Saint
Paul.
B
In
this,
in
these
cases,
agents
will
provide
their
phone
number
if
the
light
is
on
Park
property,
and
there
is
no
icon
specifying
it
is
maintained
by
a
certain
jurisdiction.
It
indicates
the
light
is
maintained
by
the
park
board.
Agents
would
offer
to
connect
the
customer
with
the
park
board
or
submit
a
callback
request.
This
case
would
close
upon
submission
with
an
email
being
sent
to
the
park
board.
If
the
light
is
on
a
highway
or
highway
bridge,
our
agent
would
refer
the
customer
to
MnDOT.
B
The
open
case
map
contains
icons,
representing
a
variety
of
open
cases
for
street
lights.
You
see
our
scripting
instructs
us
to
look
up
for
a
purple,
Target
icon
if
it
is
in
the
same
location
as
the
address
or
intersection
specified.
This
could
indicate
there
is
already
an
open
case
for
a
street
light
out.
So
this
may
be
a
duplicate
to
determine
this.
The
agent
would
click
on
the
purple
icon
on
the
map
and
open
the
e-form
to
see.
B
If
the
details
match
the
issue
being
reported,
if
they
do,
the
agent
would
click,
it
would
select,
link
interaction
to
case
from
the
pop-up
and
inform
the
customer.
They
would
also
provide
the
reference
number
for
the
existing
case.
The
linked
interaction
would
then
be
part
of
the
record
for
this
existing
case.
Blue
icons
indicate
a
street
light
that
is
maintained
by
Minneapolis
public
works.
For
these
cases,
we
will
submit
a
service
request
in
the
login
system
to
be
addressed
by
them.
After
specifying
the
street
light
issue.
B
B
B
They
will
then
again
verify
the
location
of
the
issue
before
proceeding
to
the
e-form
agents
will
gather
as
much
information
as
they
can
from
the
customer
to
ensure
the
resolver
is
able
to
find
the
location
of
the
issue
and
are
prepared
with
the
appropriate
response.
In
this
case,
the
agent
specifies
the
agent
specifies
where,
on
the
street,
the
light
can
be
found.
B
The
agent
then
ensures
the
customer
has
all
of
their
needs
met
before
ending
the
interaction
when
customers
reach
out
to
follow
up
on
a
lighting
case
submitted
through
311,
either
online
on
the
mobile
app
or
with
an
agent.
Our
agency
is
either
the
reference
number
or
other
attributes
to
locate
the
case.
B
Then
they
used
the
information
entered
by
Public
Works
about
the
case.
To
answer
any
questions,
if
the
case
is
closed,
agents
will
use
the
closed
case
information.
To
answer
those
questions
the
notes
entered
when
a
resolver
closes
it
closes
the
case
can
help
agents.
Let
the
customer
know
what
the
resolution
was
case.
B
Cases
are
also
closed
when
no
issue
is
found
which
can
be
seen
in
the
third
example
where
all
lights
were
working
properly
when
checked
by
Public
Works.
Finally,
cases
will
be
closed
if
they
are
referred
to
another
jurisdiction
for
resolution,
as
can
be
seen
in
the
final
example
where
Public
Works
determine
the
light
was
owned
by
Excel
Energy
when
reviewing
the
status
of
a
still
open
case.
B
There
is
often
not
a
lot
of
information
on
incremental
steps
to
address
the
issue,
so
our
agents
reiterate
the
information
available
in
our
scripting
and
knowledge
base
related
to
the
service
level
agreement.
Our
agents
will
then
think,
will
then
link
the
follow-up
information
to
the
case
and
add
a
note
stating
a
customer
reached
out
to
follow
up
on
the
case
and
what
action
the
agent
took.
If
there
are
questions
an
agent
cannot
answer,
they
can
gather
the
information
from
the
customer
and
send
an
email
to
public
works
for
follow-up.
B
The
service
level
agreements
set
up
by
public
works
for
lighting
cases
range
from
60
to
120
days.
This
is
to
account
for
cases
that
will
be
more
time
consuming
to
resolve
after
an
agent
submits
a
case,
they
will
call
over
to
public
works
if
immediate
action
needs
to
be
taken
before
permanent
repairs
can
be
completed.
B
When
cases
are
addressed
by
Public
Works.
Typically
incoming
cases
are
checked
Monday
through
Friday,
except
on
holidays.
New
case
notes
are
read
to
determine
if
there
are,
if
they
are
considered
a
high
priority
or
hazardous,
requiring
immediate
action.
High
priority
items
include
wrecks,
exposed,
wires.
Large
group
outages
defined
as
entire
intersection
circuits
or
blocks
duplicate
cases
will
be
removed.
If
the
description
indicates,
they
are
for
the
same
maintenance
item
as
an
existing
open
case.
Typically,
the
newer
of
the
two
cases
will
be
removed
to
keep
the
older
case
in
its
same
queue.
B
Position
repeat:
entry
of
the
same
maintenance
request
will
not
increase
response
time.
If
there
are
no
high
priority
or
hazardous
items,
then
the
maintenance
crew
will
work
on
the
oldest
cases.
First,
the
amount
of
time
it
will
take
to
resolve
an
issue
with
a
street
light
out
depends
on
a
variety
of
issues.
To
start
with,
the
volume
of
issues
to
address
can
play
a
large
role.
Public
Works
is
currently
at
about
triple
the
volume
of
street
light
maintenance
cases
as
as
in
their
queue
as
than
average.
B
This
has
extended
the
response
times
for
repairs.
If
the
case
involves
an
immediate
Hazard
or
an
entire
circuit
out,
which
would
be
approximately
five
to
twenty
lights
in
the
same
area,
they
continue
to
prioritize
those
repairs.
Single
outage
requests
will
have
a
longer
lead
time
to
resolve.
Public
works
also
consider
scale
of
efficiency.
There
may
be
other
active,
311
cases
within
a
one
to
two
blocks
of
the
case
being
repaired.
The
crews
May
repair
the
nearby
case.
B
B
cases
are
closed
within
SLA
at
roughly
the
same
percentage
regarding
regardless
of
how
customers
Reach
Out
indicating
there
is
little
impact
based
on
Channel
and
breaking
down
case
types
by
the
number
of
days
open.
We
see
that
in
large
part
cases
are
closed
within
the
expected
time
frame,
though
streetlight
wreck
cases
have
an
SLA
of
90
days
and
outage
cases
have
an
SLA
of
60
days.
We
see
that
over
half
are
resolved
within
the
first
month
street
light,
outages
and
streetlight
wreck
cases
both
show
about
15
percent
of
their
cases
remaining
open
beyond
six
months.
B
Now
that
we've
discussed
how
3-1-1
works
with
departments
and
Public
Works
in
particular,
I
will
wrap
up
today
by
widening
our
Focus
back
up
to
how
31
work
one
works
with
all
departments.
These
next
steps
would
lead
to
3-1-1
being
more
effective
as
the
customer
service
center
for
the
city.
A
pivot
to
transparency
throughout
the
resolution
process,
with
incremental
updates
on
the
status
of
a
case
would
be
better,
would
better
serve
the
public
than
looking
to
service
level.
Agreements
which
are
one-size-fits-all
approaches
for
issues
that
often
can
be
very
diverse.
B
Customers
are
increasingly
engaged
via
our
self-service
channels.
Our
online
self-service
and
mobile
app
experience
both
for
customers
and
resolvers
should
meet
the
same
standards
as
cases
entered
by
a
311
agent.
We
should
move
toward
a
platform
that
better
enables
us
to
put
in
place
quality
controls
and
end
user
guidance
that
will
result
in
a
better
user
experience.
This
will
lead
to
an
expansion
of
the
service
request
that
can
be
submitted
via
cell
service
channels.
B
We
will
be
requesting
funding
in
the
2025
budget
to
replace
our
existing
case
records
management
system
with
one
that
will
allow
a
more
user-friendly,
multi-channel
approach
to
case
entry
and
better
facilitate
customer
access
to
status
of
their
submitted
cases.
311
has
a
history
of
identifying
process,
breakdowns
and
difficult
to
address
issues
and
providing
such
suggestions
for
Solutions.
If
we
are
identified
and
held
up
by
the
Enterprise
as
experts
in
this
work,
we
can
help
departments
better
address
the
needs
of
the
people
we
serve
in
the
future.
B
An
additional
call
center
analyst
would
allow
us
to
be
proactive
and
even
more
collaborative
in
these
efforts,
as
this
position
could
be
solely
focused
on
this
work.
Finally,
in
working
with
information
technology
over
the
last
year,
we've
seen
how
their
analytics
Hub
the
central
data
repository
that
can
link
to
Citywide
data
according
to
location,
can
be
used
to
create
a
single
interface
to
query
the
life
cycle
of
a
case.
The
goal
of
the
analytics
Hub
is
to
make
a
One-Stop
shop
of
all
city
data
for
All
City
users.
C
Thank
you,
chair,
Johnson
I
tried
to
follow
your
instructions.
I
have
a
number
of
questions
down.
So
if
anybody
else
has
questions,
I'll
definitely
pause
between,
but
one
thing
that's
obviously
come
up
around
snow
clearing
and
that's
been
like
I
think
our
Collective
last
month.
Answering
these
questions
in
my
word.
C
I
have
a
number
of
areas
that
are
covered
by
the
park
board
and
there
are
often
times
where
it's
not
clear,
which
jurisdiction
is
responsible
or
even
in,
like
the
instance
of
the
Quarry
shopping
center,
on
the
north
side
of
that
there
is
a
shared
use
path
and
a
sidewalk
next
to
it,
and
it's
kind
of
unclear
of
if
the
Quarry
is
responsible
for
that,
but
in
either
case
I'm
curious
about
any.
C
B
Councilmember
Johnson
council
member
Payne.
Thank
you
for
that
question.
That
is
something
that
we
most
often
cover
as
we
go
through
scripting,
as
you
saw
with
the
the
different
dots
on
the
map.
B
So
there
it's
handled
in
two
ways,
either
via
case
intake
where
the
the
agent
is
narrowing
in
on
that
area
of
the
city,
seeing
if
it's,
if
it's
on
Park
Board
property
and
then
we're
making
that
referral
to
the
park
board,
and
we
we
have
that
self-closing
e-form
that
generates
an
email
to
the
park
board
on
the
customer's
behalf.
We
use
that
pretty
frequently
in
those
jurisdictional
situations.
B
B
Some
of
them
are
Hennepin
County,
but
generally
speaking
for
Street,
Stone
ice,
sidewalk,
snow
and
ice,
those
all
go
to
public
works
and
then
they
will
handle
that
jurisdictional
component
on
their
end
and
they'll
close
the
case
with
the
note
that
says
case
referred
to
jurisdiction,
that's
a
selection
from
the
drop
down
and
it'll
say
who
the
case
was
referred
to
so
kind
of
two
ways
of
handling
it,
either
via
our
scripting.
C
So
that
Segway
is
actually
really
well
with
my
next
question.
It
was
going
to
be
around
slas
and
I.
Think
that
multi-just
jurisdictional
examples
or
Prime
in
terms
of
we
would
close
the
case
on
our
end
and
meet
our
SLA
by
forwarding
the
email
to
say
the
park
board,
but
we
actually,
we
don't
tie
in
with
any
SLA
agreement
with
the
park
board
I'm
assuming
so
whether
or
not
they
get
to
it.
C
C
Are
they
just?
They
expect
something
that
isn't
really
with
feasible
within
our
capacity,
but
if
people
had
more
knowledge
of
what
that
SLA
is
and
how
frequently
we're
hitting
that
SLA
I
could
see
that
as
being
valuable.
Is
there
a
way
to
share
that
publicly,
at
least
in
an
aggregate
yeah?
That
was
a
long
question?
I'm,
sorry,
Johnson.
B
Council,
member
Payne
again
great
question
and
that's
where
we
are
going
next.
That
is
something
that
will
be.
That
will
be,
you
know
upcoming,
probably
in
2023
we
are
working
on
those
data
visualizations
that
analytics
Hub
is
going
to
help
us
greatly
in
that
process.
So
we
we
have
the
capacity
for
that
reporting
today.
We
we
need
to
build
it
more
more
future
focused
for
me
would
be
that
transparency
of
process
and
that
recognition
that
there
isn't
one
size
fits
all
SLA.
So
we
may
say
the
SLA
is
120
days.
B
Most
of
the
cases
are
resolved
within
two
weeks,
but
then,
if
it's,
if
it's
a
very
emergent
issue,
something
that's
very
critical
and
when
we're
we're
saying
we
have
120
days
to
resolve
it,
that
creates
a
lot
of
anxiety.
So
what
I
would
like
to
see
is
is
a
way
of
of
measuring
how
we're
doing
against
our
slas,
of
course,
but
also
that
way
of
of
kind
of
using
that
Disney
example
being
able
to
say
you're
this
number
in
queue.
B
C
And
then
that's
actually
a
great
segue
into
my
next
question,
so
I
I've
had
the
benefit
of
shadowing
311
in
the
past
and
I
I've
seen
that
Logan
has
kind
of
that
knowledge
base
component,
like
so
outside,
of
submitting
a
service
request.
C
There's
just
kind
of
like
the
rich
knowledge
of
every
single
detail
of
the
city
is
almost
in
there
is
it
possible
to
you
know,
maybe
not
have
a
license
where
you
can
submit
a
service
request,
but
could
just
have
read-only
access
to
the
the
knowledge
base,
because
I
know
that
I'll
often
call
311
just
to
try
to
answer
a
constituent
question.
So
I
actually
know
what
the
answer
is
to.
C
You
know
report
back
to
the
constituent,
but
that's
the
kind
of
thing
that,
if
I
had
access
to
it,
I
would
enjoy
just
kind
of
like
looking
it
up
myself
is
there?
Is
it
like
a
a
licensing
problem,
or
is
it
like
a
functionality
problem
that
maybe
lagon
just
has
too
many
limitations
and
like
users
need
to
be
either
all
in
or
all
out,
I'm,
not
sure.
B
That's
exactly
it.
Unfortunately,
we've
got
that
licensing
problem.
We
were
fortunate
to
get
that
we
were
fortunate
to
be
able
to
purchase
27
additional
licenses,
but
that
has
helped
us
with
our
resolvers
being
able
to
keep
a
case
open
throughout
the
life
cycle
of
the
case,
rather
than
needing
to
close
it
and
having
the
details
emailed
to
them.
So
that
is
another
current
system
limitation
and
another
thing
that
we
would
really
like
to
afford
to
the
city.
Enterprise
is
access
to
our
knowledge
base.
C
Okay
and
then
my
final
question
I,
one
of
the
things
I'm
exploring
with
our
neighborhood
associations,
is
different
ways
that
you
know
they
can
show
up
in
support
of
the
community
and
I
know
that
there's
some
appetite
with
neighborhood
associations
around
activities
like
neighborhood
cleanups
is:
is
there
a
way
for
3-1-1
to
partner
with
some
of
these
neighborhood
organizations?
You
know
I'm,
not
sure
what
the
SLA
would
be
and
what
kind
of
expectations
we'd
have.
We
actually
have
a
legislative
directive
exploring
some
of
these
aspects,
but
I
could
Envision.
You
know
for
graffiti.
C
B
I
think
that
the
answer
probably
is
would
be
two-part.
One
would
belong,
probably
with
the
clerk
and
city
attorney's
office,
which
is
sharing
that
information,
but
as
far
as
the
feasibility
for
that
and
partnering,
with
3-1-1
and
and
actualizing
that
it's
certainly
something
that
we
could
do.
We
already
work
with
other.
You
know
jurisdictions
by
exporting
information
and
providing
it
to
them
and
and
then
they
would
use
that
as
work
orders
and
then
they,
you
know,
haven't
traditionally
provided
the
notes
on
resolution
to
3-1-1.
B
They
certainly
could
and
then
those
cases
would
be
closed
out
with
the
resolution
noted.
So
I
I
certainly
think
that
that
would
be
feasible
and
I
would
be
enthusiastic
to
explore
that
that's.
J
Thank
you,
chair,
Johnson,
I,
just
wanted
to
say
you
know.
3-1-1
has
absolutely
been
a
critical
resource
for
our
office,
and
you
know
when
residents
have
reached
out
to
our
office.
You
know
with
concerns.
You
know
we
do
our
best
to
Route
them
directly
to
311,
because
you
all
are
not
only
collecting.
You
know
this
data
about
the
type
of
services
there
are
at
the
top
of
minds
of
our
residents,
but
then
you're
able
to
come
and
present.
You
know
aggregate
aggregated
data
around
like
okay.
What
are
those
top
priorities
and
I?
J
Think
one
of
the
the
key
questions
that
I
had
coming
in
was
around
that
process:
transparency
that
I'm
glad
you
came
and
you
dived
in
and
also
talked
about,
a
proposal
that
you
all
are
exploring,
but
creating
this
analytics
Hub
because
I
think
in
some
which
council
member
Payne
touched
on
this
too.
The
the
issue
that
we
also
experienced
and
that
you
really
you
know
comprehensively
covered
in
your
presentation,
is
managing
our
constituents.
J
Expectations
around
responses
to
their
case
is
and
I
think,
even
just
having
honesty
around
that,
like
you
know,
being
able
to
report
and
say
yes,
we
might
have
60
days.
We
did
a
great
job
and
got
it
done
in
two
weeks,
but
start
with
the
60
days,
like
I.
J
Think
even
our
constituents
would
love
to
be
able
to
see
a
public
interfacing
site
of
sorts
that
that
outlines
that
so
just
for
Clarity
you're,
mentioning
that
you
all
are
looking
at
pursuing
something
like
that,
starting
in
2025
and
just
wanted
to
see
why
not
like
next
year
and
if
we
have
the
ability
to
do
that
in-house.
With
the
support
of
I.T
and
developing
that
Hub
that
those
constituents
can
go
and
see.
Like
you
know,
the
the
incremental
updates
that's
happening
around
their
individual
cases.
B
Chair
Johnson,
council
member
winesley,
thank
you
for
requesting
that
clarification.
Yes,
2025
is
when
we
are
going
to
look
at
implementing
a
new
case
records
management
system,
but
starting
in
2023
and
already
the
groundwork
has
been
laid.
Where
we're
you
know,
almost
all
the
way
there
in
2022
in
building
some
sort
of
a
transparent
dashboard
that
will
allow
people
to
see
the
life
cycle
of
a
case
and
any
any
details
that
have
been
entered
by
the
resolving
Department
as
they
work
those
cases.
B
That
would
be
something
that
would
be
rolled
out
internally
to
start
with,
and
then
you
know,
tested
heavily
piloted,
and
you
know
my
My
ultimate
goal.
I
can't
speak
for
everyone,
but
my
ultimate
goal
would
be
making
that
something
that's
available
to
the
public
in
in
some
way.
J
Think,
of
course,
like
I'm
glad
that
we're
you
know
starting
out
internally
getting
you
know
our
staff
up
to
page
on
how
to
use
this
this
system
and
and
giving
everyone
the
same
level
of
knowledge
which
I
think
that's
the
issue
of,
like
you
know
the
life
cycle
of
these
cases,
but
absolutely
I
think
there's
the
the
joint
effort
of
how
to
relay
that
information
to
the
public
and
want
to
know
ways
in
which
we
can
support
that
too,
and
that
release
you
know
just
beyond
the
internal.
B
Absolutely
and
I
think
initially
kind
of
in
this.
This
next
phase
of
that
work
would
be
to
use
that
dashboard
extensively
once
it
goes,
live
and
provide
feedback.
Let
us
know
what's
working,
what's
not
working
where
more
information
is
needed
and
then,
if
we
do
see
that
be
something
that's
active
to
the
to
the
public,
then
you
know
promoting
that
helping
us
to
promote
it
and
then,
in
that
incremental
time
kind
of
all
of
us
working
together
to
be
prepared
to
answer
customer
and
constituent
questions
around
that
database.
B
Okay,
hear
that
that
dashboard,
okay.
K
You
chair
Johnson.
Thank
you
thanks.
So
much
for
this
wonderful
presentation.
I
want
to
first
thank
you
and
the
entire
311
staff
for
all
the
hard
work
and
the
great
work
you've
been
doing.
This
was
something
we
talked
about
in
our
orientation
you
presented
to
us
on
how
this
process
was
with
3-1-1,
and
it's
played
out
that
way.
You
know
it's
been
helpful
to
be
able
to
talk
to
war
for
residents
about
the
things
that
you
know,
you
said
would
happen,
and
it's
been
happening.
K
I
also
want
to
say
I'm,
so
grateful
for
the
app
I've
taught
my
mom
how
to
use
it.
That
is
a
hard
job
and
she
is
doing
well
with
it,
and
she's
also
taught
some
people
in
her
neighborhood.
So
the
app
is
easy
and
it's
actually
I
find
it
to
be
less
complicated
for
her
and
less
frustrating
than
you
know.
K
Sometimes,
when
someone
doesn't
pick
up
the
phone
right
away,
you
know
she
calls
me
and
says
they're
not
answering
and
I'm
like
how
long
have
you
been
on
the
phone
two
minutes
will
calm
down,
but
with
the
with
the
app
I
can't
say
that
to
my
mom
though,
but
she
with
the
app
you
know
she
gets
a
quick
response.
She
knows
what's
happening.
K
I
do
think,
there's
some
room
for
improvements
on
how,
like
the
follow-up
happens
and
like
what
she
thinks
is
happening
with
her
3-1-1
request
versus
like
what
is
actually
happening,
because
a
part
of
it
is
like
once
it's
once
it's
sent.
She
thinks
like
the
street.
Light
is
popping
on
automatically
you
know,
but
that
that
is.
That
is
like
something
that
we
have
to
educate
people
on
how
it
works
right
like
we,
we
can
never
educate
folks
enough
on
how
3-1-1
works.
One
of
the
things
so
I
have
a
real
live.
K
Like
311
case
that
happened
in
my
office
today,
I
got
it.
I
got
tagged
in
a
Facebook
post
this
morning
about
lights
being
out
on
Theo
worth
Parkway
near
the
flagpole.
So
that's
like
in
the
victory
neighborhood
and
also
the
street
lights
on
the
Camden
going
across
the
Camden
Bridge.
So
if
those
lights
belong
to
the
park
board,
you're
saying
that
the
park
board
will
get
an
email
right
away
like
if,
if
the
people
in
Warfare
reported
it
to
3-1-1,
the
park
board
would
be
notified
right
away,
that
their
lights
are
out.
B
Council
I'm
sorry
Joe
Johnson,
council,
member
of
Utah.
Yes,
that's
correct!
If
the
if
the
park
board
is
the
jurisdiction
responsible,
that
is
the
the
intake
that
is
set
up
through.
You
know,
3-1-1,
if
it's
received
via
the
mobile
app,
that
would
go
directly
into
the
public
works's
case
queue
and
my
understanding
of
their
process
and
what
we've?
What
we've
seen
evident
in
our
case
follow-up,
is
that
those
would
be
referred
to
the
part
board
as
well
once
they
went
through
that
in
the
morning
and
prioritize
their
work
list.
B
K
So
that,
thank
you,
that
was
the
other
part
of
it.
The
priority
is
there
a
way
for
people
to
I
mean
everybody
thinks
theirs
is
a
priority
right,
but
the
other
day
I
was
on
Broadway
and
I'm
driving
and
every
light
on
Broadway
is
out,
like
every
street
light
is
out
and
then
I
pull
into
Cub
Foods
and
it's
black
it
like
all
the
lights
are
out
over
there
like
for
me.
That's
a
priority.
I'm
panicked,
I'm
like
whoa
wait,
the
grocery
store
is
Dark,
but
like
I'm,
pretty
sure
people
on
regular
blocks
are.
K
B
Yes,
when
people
contact
us
for
follow-up,
then
we
would
explain
to
them
what
the,
how,
how
that's
prioritized
and
often
it
you
know.
In
that
scenario,
it
would
be
one
that
would
probably
be
put
on
the
top
of
the
priority
list,
because
it's
it's
in
that
five
plus
range.
It's
a
it's
a
it's
a
larger
outage,
so
it
probably
would
be
a
priority
issue
if
asked.
B
K
B
E
So
chair
Johnson
and
councilmember
Vita,
it
was
a
great
question,
a
good
hypothetical
those
lights
are
actually
our
lights,
and
so
they
would
come
to
our
lighting
department
and
be
able
to
assess
and
I
think
it
sounds
like
you've
already.
E
You
know
explained
that
when
you
have
a
outage
my
you
know,
we
also
are
often
notified
of
those,
but
so
is
Excel,
and
so,
if
there's
a
case
where
there's
really
a
a
truly
an
outage
in
an
area,
Excel
Energy
is
going
to
be
our
partner
in
making
sure
that
gets
repaired
as
quickly
as
possible.
More
than
you
know,
a
onesie
or
2z
light
out
situation.
D
D
Team,
it
is
a
Lifeline
as
a
new
council
member
I've
learned,
an
incredible
amount.
I
feel
like
that's,
where
I've
done
a
lot
of
our
understanding
of
the
interwork
gains
of
the
city,
but
I'm
curious
to
know
a
little
bit
more
about.
You
know
our
employees
in
the
call
center.
You
I
don't
know
where
on
the
slide,
but
you
we.
Obviously
we
can.
You
know
contact
via
the
mobile
app.
We
can
email
and
we
can
call
so.
Can
you
tell
me
a
little
bit
about
do
the
same
people
that
email
me
back?
B
Chair
Johnson
councilmemberkowski.
Yes,
it
is
the
it's
the
very
same
agents,
so
the
agents
that
are
responding
to
emails
are
the
same
agents
who
are
responding
to
calls
when
our
calls
come
in.
They
are
set
at
a
higher
priority
than
our
emails,
our
emails.
B
We
have
a
standard
service
level
agreement
of
24
hours
to
answer
those
and
of
course
we
can't
wait
that
long
to
get
to
the
calls,
so
the
the
emails
show
up
in
our
queue
when
there's
a
break
in
the
calls
lately,
just
due
to
the
volume
of
emails
that
we've
been
receiving,
we
have
been
utilizing
overtime
with
our
staff
voluntary
over
time
to
make
sure
that
we're
addressing
that.
But
yes,
it's
the
it's
the
same
group
of
Agents.
B
D
Okay
and
then
just
a
follow-up
question:
if
that's
okay,
so
and
I
noticed
it's
kind
of
equally
split
of
how
people
are
interacting
with
3-1-1.
Is
that
correct
what
we
kind
of
saw
on
that
data,
and
that
was
for
2022.?
How
has
that
shifted
and
changed?
Is
that?
Is
that
a
kind
of
surprise
you
it's
a
surprise
to
me,
I'm
just
gonna
note
that
I
feel,
like
many
of
my
constituents,
don't
realize
that
they
can
email
or
use
the
mobile
app
I
feel
like
we're
doing
a
lot
of
educating
around
that.
D
I
D
Also
hearing
that,
if
I
know
that
my
I
might
be
not
get
an
answer
within
24
hours,
however,
my
experience
is
that
I
feel
like
I,
get
very
quick
responses
in
email.
So
that's
not
really
the
the
experience
that
I
have.
But
how
has
that
shifted
from
year
to
year
here
with
how
many
people
are
utilizing,
you
the
app
or
what
does
that?
Look
like
an
email
versus
just
a
phone
calls.
B
People
don't
want
to
be
on
the
phone
unless
they
have
to
is
kind
of
what
it
comes
down
to
so
for
a
lot
of
our
for
a
lot
of
things
that
are
easier
to
resolve.
People
are
referring
to
the
website.
There's
been,
you
know,
improvements
to
web
present,
presence
for
the
whole
city
of
Minneapolis
and
a
lot
of
self-service
options
within
311
and
elsewhere
kind
of
to
to
meet
that
moment.
B
We
have
seen
an
acceleration
within
these
last
few
years,
largely
20,
21
and
22,
largely
due
to
probably
the
whole
times
how
long
it
takes
to
get
connected
to
an
agent
because
of
the
coverage,
challenges
and
Staffing
challenges.
We've
had
so
that
has
accelerated
that,
and
you
would
be
correct
in
your
instinct
that
it's
taking
much
less
than
20
24
hours
to
resolve
emails.
B
D
Thank
you,
I
appreciate
that
and
I
mean
count
on
me.
I
think
there
are
probably
other
council
members
here
who
would
say
this
I
do
believe,
educating
our
constituents
and
all
the
ways
that
they
can
connect
with
311
sign
me
up
I'll,
be
on
a
video
showing
how
you
could
use
that
app
I
mean
whatever
we
need
to
do
to
help
communicate
this.
So
we
can
put
this
in
our
newsletter
anything
that
we
can
collaborate
on
to
make
sure
that
people
understand
all
the
different
ways
to
connect
with
you
is
with
I'm
here
to
help.
A
Thank
you,
I'm,
not
seeing
other
council
members
in
our
informal
queue
here,
so
I
will
ask
a
few
questions
as
well,
and
I
just
want
to
Echo
the
comments
of
my
colleagues
that
this
is
a
really
excellent
presentation
and
I'm.
So
appreciative
of
all
the
work
that
you
and
your
team
do
really
representing
the
city
and
being
the
face
of
the
city
to
over
400
000
residents,
and
so
many
more
visitors
and
guests
to
our
city.
A
So
it's
a
huge
effort
and
really
important
role
that
you
play
and
I'm
really
glad
that
we're
able
to
actually
have
this
presentation
committee
today
to
really
lift
up
that
work,
because
it's
so
often
times
something
that
can
go
unseen
and
I.
Think
it's
important
to
talk
more
about
it
and
shine
a
light
on
the
work
that
your
team
is
doing.
So.
Thank
you.
A
Can
you
speak
a
little
more
to
you?
You
mentioned
voluntary
overtime,
Staffing
challenges,
just
the
state
of
Staffing
I
know
we.
This
is
and
by
the
way,
this
is
not
unique
to
311
the
challenges.
Public
Works
is
facing
it
departments,
Police
Department
departments
across
the
city
facing
it.
But
can
you
just
speak
to
where
Staffing
levels
are
at
now?
You
know
where
what
the
authorized
level
is
at
and
where
you're
hoping
to
go
and
if
you
think
we're
going
to
get
there
this
year.
B
Terry
Johnson,
that's
that's
an
excellent
question
and
I'm
very
excited
to
share
with
you
all
that
we
just
had
our
a
class
of
five
that
was
hired
in
April.
It
took
there
were
a
lot
of
hold
ups,
but
we
finally
now
have
them
so
that
they're
helping
us
in
all
queues,
so
they're
handling
all
interactions
for
us,
and
then
we
did
utilize
our
bell
curve,
Staffing
for
the
first
time
that
I'm
aware
of
Since
since
I
came
back
to
311
in
2013,
we've.
B
Think
it
will,
it
will
come
a
long
way.
What
it
will
do
for
us
is
allow
us
to
really
in
Earnest
study
our
capacity
and
what
our
needs
are
moving
forward.
I
do
anticipate
that
we
will
need
to
ask
for
an
increase
in
Customer,
Service
agents.
One
thing
I
want
to
note
is,
though,
a
lot
of
our
there's.
Always
there
was
sort
of
an
assumption
when
we
started
seeing
self-service
options
for
contact
centers
that
that
would
result
in
that
would
call
our
driver
call
volume
down.
B
We
really
haven't
seen
that
as
an
industry,
what
you
see
with
increased
channels
is
increased
engagement,
which
is
a
wonderful
thing,
so
we're
not
seeing
really
a
drop
in
that
volume.
Overall,
what
we
are
seeing
is
an
increase
in
our
call
duration.
So,
like
I,
said,
it's
kind
of
the
modern,
the
modern
way
that
people
don't
want
to
talk
on
a
phone
unless
they
have
to,
and
so
when
people
are
actually
reaching
out
to
us
for
help
via
phone
is
when
they
have
something.
A
Right
excellent
one
of
the
slides
had
mentioned
challenges.
One
was
inconsistent
workflow
between
departments,
I'm,
just
curious.
Is
there
Consulting
you
all
do
with
departments
on
best
practices?
Is
there
kind
of
a
proactive
effort
to
try
to
assist
with
any
sort
of
workflow
improvements?
That
sort
of
thing.
B
Both
improving
our
information
as
far
as
what
the
resolution
of
a
case
looks
like
what
happens
once
it's
submitted
to
the
resolver
and
also
on
on
getting
more
of
that
transparent
information.
So
it
is
definitely
a
partnership
and
it
is
something
that's
involved.
That's
evolved
over
time,
we're
a
little
over
15
years,
old
and
I
know
it
feels
like
3-1-1
has
been
around
forever,
but
we're
a
relatively
young
department.
B
A
Thank
you
and
then
my
last
question
is
piggybacking
off
some
other
questions
here,
but.
A
Councilmember
Payne
actually
noted,
or
had
some
questions
about
the
SLA
in
any
sort
of
agreement
with
mprb
is:
do
you
see
that
as
an
opportunity
and
even
something
like
mprb
or
other
jurisdictions,
having
some
sort
of
usage
agreement
with
the
three-on-one
system
or
for
intake
I
know,
there's,
certainly
some
precedence
around
some
sharing
of
systems
for
other
departments
and
other
needs
throughout
the
Enterprise
and
so
I'm
curious?
Do
you
see
opportunity
there
with
these
other
jurisdictions.
B
I
would
defer
to
Public
Works
I
would
imagine
that
there's
there's
a
lot
of
partnership
going
on
there
and
at
the
present
moment,
things
that
3-1-1
could
possibly
build
on
in
moving
to
a
new
case
records
management
system.
That
also
opens
the
door
for
that
opportunity.
Something
we'd
want
to
get
moving
on
pretty
quickly,
so
that
when
we
are
defining
our
scope
of
services,
we
recognize
that
as
a
likely
business
need.
A
C
Thank
you,
chair
Johnson.
This
was
a
quick
one.
Do
you
know
if
we
have
the
capability
of
submitting
311
requests
via
text
message.
B
Chair
Johnson,
council
member
Payne,
we
have
sort
of
a
text
message
app
set
up
right
now,
where
you
can
text
3-1-1.
What
you're
doing,
though,
is
actually
texting
a
knowledge
base.
So
that
is
another
area
where
we
would
like
to
gain
ground.
Our
interactive
voice
response
system
which
we're
we're
working
on
going
live
here,
probably
in
in
either
Quarter
Two
or
early
quarter.
Three.
B
There
are
a
lot
of
there's
a
lot
of
potential
there
to
get
connected
and
learn
a
lot
about
how
we
can
better
facilitate
a
text
messaging
solution,
I'd
really
like
to
see
that
handled
by
live
agents
during
our
hours
of
operation
and
then
have
that
AI
component
outside
of
our
hours
of
operation,
and
we
we
have
attempted
we
do
have
the
capability
to
utilize
web
chat,
which
is
a
little
more
Antiquated
at
this
point,
but
would
would
do
something
to
help
us
meet
the
moment
in
this.
B
In
this
inner
interim,
we
haven't
had
the
Staffing
levels
to
cover
that
additional
channel
channel
channel.
Up
to
this
point.
A
You
thank
you
councilmember
Payne,
any
other
comments
or
questions
from
colleagues
not
seeing
any.
So
once
again,
thank
you
so
much
for
the
presentation.
We
really
really
appreciate
it.
It
was
an
excellent
job.
Thank
you.
I
will
direct
the
clerk
to
receive
and
file
that
presentation.
We
don't
have
any
other
further
business
on
our
agenda,
but
I
did
want
to
take
a
moment
to
see
about
you
know
an
update
on
snow
and
ice
clearance
out
there.
A
We've
had
quite
a
busy
year
in
that
regard
with
the
snow
accumulation
and
so
appreciative
of
the
work
of
our
crews
and
our
team
of
Public
Works
on
that,
and
so
director
do
you
or
does
anyone
on
your
team
want
to
speak
to
this
so.
E
Chair
Johnson,
first
of
all,
thank
you
and
thanks
to
director
sandal
she
did
a
great
job.
She
worked
closely
with
deputy
director
Brett
jelly
on
this
presentation,
as
well
as
division
director,
Alan,
Klugman
and
Joe
Lauren.
To
be
able
to
produce
the
presentation
and
I
have
to
say
you
know
just
hats
off
to
the
staff
in
3-1-1.
They
do
an
amazing
job.
So
thank
you
for
being
our
partners
on
that.
E
We
couldn't
be
doing
the
work
we're
doing
effectively
without
them,
and
so
first,
let
me
say
that
you
may
know
this
already,
but
we
are
not
declaring
a
snow
emergency
today
our
sister
city
has
declared
a
snow
emergency.
St
Paul
has
done
that
and
so
you'll
probably
you
may
get
questions
about
that.
We
saw
very
little
additional
accumulation
on
our
streets,
partly
because
of
pre-treating
of
arterials
and
snow
emergency
routes
last
night,
and
so
we
have
a
lot
of
wet
streets
out
there
in
those
categories.
E
Obviously,
neighborhood
and
residential
streets
still
have
some
challenges,
so
I
I'll
be
communicating
with
all
of
you
later
today
again
with
a
update
that
certainly
is
available
for
sharing.
I
can
outline
that
you
know
our
crews
are
going
to
continue
to
post
one-sided
parking
in
areas
where
working
with
fire
department
and
other
Public
Safety.
There
are
concerns
about
being
able
to
effectively
get
down
the
street,
and
so
that
is
going
to
continue
in
some
cases.
Those
are
very
short-term.
To
try
to
do
some
clearance.
E
G
E
I
know
that
a
number
of
people
have
had
issues
with
their
alleys,
but
we
do
plow
alleys
and
we're
going
to
go
back
through
those
alleys
in
the
next
couple
of
days.
We're
actually
putting
on
I
think
some
voluntary
call
for
voluntary
overtime
on
Saturday
for
doing
that
and
making
sure
we
can
get
through
everything
and
then,
of
course,
I
just
want
to
say
to
our
presentation
directly.
Please
have
constituents
record
through
3-1-1.
E
Think
particularly
the
app
is
helpful
if
you
can
get
people
to
use
it
like
your
mother,
councilmer
Vita
I
use
the
app
partly
because
you
can
send
a
picture
with
the
app
and
it's
very
helpful
to
the
crews,
to
be
able
to
see
what
they're
looking
for
and
what
we're
seeing
so
priorities
are
making
sure
for
Public
Safety
narrowed
streets
are
clean
and
posted
being
able
to
go
through
alleys
again
here
in
the
next
probably
48
hours
or
so
with
a
little
extension
into
next
week.
E
So
that
we're
ahead
also
of
the
solid
waste
and
recycling
routes
too,
and
then,
finally,
you
know
chasing
through
the
3-1-1
reports
to
make
sure
that
we're
getting
everything
so
I
appreciate
the
opportunity
to
give
the
update
our
Cruiser
working
hard.
It
has
been
quite
a
season
already
and
it
does
not
look
like
we
are
out
of
winter.
Yet
so
I
appreciate
everyone's
continued
partnership
on
this.
Thank.