When citizens see a hazard such as a tree on a pathway or a missing handrail, they can report the issue to 311. However, these real-time hazards can take up to seven days to be dealt with if the request is submitted online or through the app. Adding a priority feature to the 311 service requests can help ensure that immediate hazards or dealt with right away to take care of the high-risk situation.
Parks and 311 worked jointly on this initiative to make improvements. 311 service requests now ask citizens an escalation question to allow users to self-report how urgent the hazard may be. If the concern is flagged as a “concern creating a danger to public safety”, the request is treated as an emergency. Parks will then investigate the issue within 24 hours.