Communication is an integral part of any relationship, including the relationship between our City government and its residents. We live in the City of industry and innovation, but are behind the times when it comes to communication. The City’s website and systems for communicating with residents on everything from upcoming events to how to report dangerous conditions or request City services should reflect the technological advances Waltham is known for. Adopting 311 is a key part of modernizing Waltham and will make our community safer. 311 systems allow citizens to get non-emergency questions answered and to report potholes and other conditions via call, text, or even a mobile app.
It is simple: 311 systems improve public safety. During my participation in the Citizen's Police Academy, I learned that one of the biggest issues our 911 Operators face is the distraction and response burden of non-emergency calls to 911 by individuals with basic questions or need for services. Adopting 311 would fix this issue. In fact, when other cities have adopted 311, their non-emergency calls to 911 have virtually stopped.
Waltham claims to have a process for reporting issues online already, but it is woefully ineffective. My wife and I filed this report with the City on March 19, 2016 about the dangerous condition of these stairs down the street from our home at the corner of Bright and Massasoit Streets. Every day I see people walking to the bus who need these stairs to get to Main Street. This is what those same stairs still look like today.
Even worse, the City does not acknowledge the request for repairs was received. If you click to check the status of the request, there is no update as to what the status is or when residents who use these stairs can expect them to be fixed. It is understandable that the work itself takes time, but there is no excuse for not communicating with residents when they bring an issue to the City's attention.
The City's communications with its residents also go beyond responding to individual 311 requests. 311 systems allow for centralized gathering of information about the issues going on in our City. Cities like Chicago have used their 311 systems to anticipate and prevent public health issues, such as rodent infestations that follow sanitation problems. Waltham may have been able to foresee and prevent last summer's rat problem if our City had a 311 system.
Communication requires more than just 311. The City's website and other communication mechanisms are also in dire need of an update. Waltham residents deserve a reliable website with detailed information that is easy to access at their convenience. Many important meetings or events are posted on the City's events section of its website without even the most basic information, such as the location. For example, this is the listing for the License Commission.
Residents who are busy working or caring for others do not have the time to spend on endless phone calls throughout their day to simply access basic reliable information about their government. Our City can do better which is what everyone in Waltham deserves.