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News : Winnipeg Misses Nearly Half its Targets for 311 Calls
Winnipeg, Manitoba, Canada, Feruary, 2016 -- From two months to repair hazardous sidewalks to nearly five days to collect missed garbage, average response times to 311 calls for help miss internal targets in nearly half of Winnipeg's service request categories.
A CBC analysis of average turnaround times for more than 860,000 citizen requests for service submitted through the city's 311 call centre since 2013 revealed internal response time targets are not being met for nearly half of all service request categories. In some cases, response times are more than 10 times longer than internal service standards.
Examples of missed targets in 2015 include:
-4,661 requests to remove objects obstructing rights of way: four-day performance target; average of 10.7 days to resolve.
-684 calls for repairing hazardous sidewalks: two-day performance target; average of 61.8 days to fix.
-6,159 requests for missed garbage collection: two-day performance target; average of 4.7 days to collect.
Detailed performance reports for the years 2013, 2014 and 2015 were obtained through a freedom of information request. They compare internal benchmark resolution times for close to 700 types of service requests to the actual average time it took the city to close cases in each ward.
'I expect things to be done quicker'
It took a local business owner over 12 months, countless calls to 311 and ultimately media attention for the City of Winnipeg to partially repair a crumbling and hazardous sidewalk in Point Douglas last fall.
"I called 311 and reported the situation, and I did not get any sort of response," said Point Douglas contractor Eric Dihic.
The city ultimately said the delay was due to a system error that inadvertently closed the file before the repair was completed.
"I expect to have a fast response towards any situation like this," said Dihic.
The data suggests that, as a whole, service levels across neighbourhoods are relatively uniform, with no one ward getting better service than others. The three-year snapshot shows residents of St. Boniface and Mynarski are the most frequent requesters of municipal services that require action by the city, with more than 64,000 and 63,000 service requests, respectively, over that time period.
By a large margin, the departments of public works and water and waste bear the biggest burden of service requests, ranging from pothole repairs to basement sewer backups. The top requests since 2013 are for missed garbage and recycling collection (72,440 cases), requests for pickup of bulky waste items (39,510 cases), damage to carts by waste collection crews (35,362 cases) and housing complaints related to properties (24,992 cases).
Posted by Veronica Silva Cusi, news correspondent
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About City of Winnipeg:
Winnipeg is the capital and largest city of the province of Manitoba, Canada. It is located near the longitudinal centre of North America, at the confluence of the Red and Assiniboine Rivers.
Published: Monday, February 29, 2016