Feel like your 311 requests get lost in the shuffle? They might be.

I used the DC311 mobile app to report this damaged school zone flasher on April 23, 2013.

**UPDATE: I just got off the phone with Ben Berkowitz, co-founder and CEO of SeeClickFix. It sounds like, for this specific request, downtime in the API may have caused it to get lost in a purgatory of sorts, rather than it being directed to DC311/OUC. Berkowitz noted that if a service request continues to show as "Open" with no response at all, it may be best to manually close the request and open another. Additionally, he mentioned that a very small number of requests in DC—something like 30 out of 18,000—have been caught up in this type of glitch. You can check under "Notified" in the right column on a specific request on the SeeClickFix site to confirm that it's been passed on to DC311. From my conversation with Berkowitz, it's also clear that DC has been at the forefront of municipalities embracing SeeClickFix as a large-scale, interactive tool.

While I still have concerns about the confusion at OUC about whether or not the request could be accessed depending on if I submitted it via the mobile app or via the SeeClickFix website, I am generally pleased with the interaction and results today. Overall, I am happy to see DC embrace Gov 2.0 tools, and I hope bumps in the road like these are considered as learning opportunities and not as reasons to inhibit or stop the progress we've made in this realm so far.**

***

Hang on, folks, this is a long one, though worth it, because it very likely outlines any number of the collective frustrations out there with the state of government ops and constituent services in the District (and possibly beyond)....

In May 2011, SeeClickFix announced platform integration with DC's Open311 system, and there was much rejoicing across the Distrcit: from Gov 2.0 nerds (like me), from oft disgruntled residents (like me), and even from the now-defunct Daily Gripe column on the Washington Post's website:

Now, instead of solely relying on operators fielding phoned-in requests to the city’s 311 line, residents and visitors can send non-emergency reports to 311 through SeeClickFix’s free mobile and web platform that allows them to pinpoint locations and upload photos and videos.[emphasis mine]

Did you see that? Mobile and web platform. In case you think the Post got their signals crossed, let's go back to the horse's mouth—the official press release from the DC Office of the Chief Technology Officer, dated May 24, 2011:

SeeClickFix is a free mobile and web platform that allows citizens to submit online reports of non-emergency public problems to governments. The SeeClickFix platform is available in many locations and formats, including mobile phones and widgets on the Washington Post and other city blogs. Citizens can access SeeClickFix at SeeClickFix.com, The Washington Post, Greater Greater Washington, and The City Fix.

...

Overall, the integration of SeeClickFix with the District’s 311 system ensures a seamless flow of information between residents and District officials, and a more efficient way of fixing problems throughout the city. [again, emphasis mine]

After over a month with no repairs on a lopsided school zone flasher, and a still-open request on DC's SeeClickFix site, I reached out to DC311 on Twitter on Monday, July 1, and followed up again on Wednesday, July 17:

@311DCgov Why is this still open? I reported in *April* when school was still in session—serious hazard for kids: http://t.co/0Btd61bHNU
— Jaime Fearer (@bogrosemary) July 1, 2013

Much, much more below the fold...

Carry-out menu from...the Department of Public Works?

Is your supercan's lid, wheels, or lift bar (the metal bar halfway down the front of the can) broken? Get in touch with DPW via the 311.dc.gov website ASAP, and you'll get it repaired for free!

The note DPW left at our back gate.

Recently, a crack on the lid of our supercan had been growing, and the stress of being rapidly flipped open and closed by DPW workers every week finally caused it to break on the Election Day pickup. The next day, I asked DPW via their twitter feed who I needed to contact to get the lid repaired.

A quick response reminded me that it's an option on the 311 website. I went there on November 8 and put in a request for "Supercan - Repair," unsure how long it would take to get a new lid.

Sometime on November 16, a DPW contractor put a new lid on our supercan and left the card to the right (which says the recycling cart was repaired, but that's not true) stuffed into our rear gate.

I didn't notice the card until the next morning. From the bedroom window, it looked like a carry-out menu. "Carry-outs are leaving their menus at the front AND back doors of houses now, huh?" I thought. I was pleasantly surprised to find that wasn't the case!

I left a positive comment for DPW on the grade.dc.gov website.

The service was relatively prompt and totally painless. If your supercan (or recycling cart!) needs repair, don't delay. Take advantage of this simple service your tax dollars provide.

Broken Scooter Theory

This scooter has been in our alley since Monday, March 22. Well, variations on the theme scooter, since each day more is missing, and more of its innards leak out into the Anacostia Watershed.

 

This is scooter, and scooter's friends, chair and wastebasket

But in all seriousness, the fact that this mess is still in the alley is painfully absurd. We called 311 on Tuesday to alert MPD of suspicion of stolen property. When the scooter was still there Wednesday morning—albeit slightly thinner—we submitted an online service request for alley cleaning via DPW. I think its safe to assume most folks reading this are tangentially familiar with "Broken Windows Theory." If not, at its nexus is the idea that if we fix problems in neighborhoods when they are small (i.e. literal broken windows, graffiti, litter), the chance for further petty crime and the potential for serious crime can be deterred. Don't fix the small stuff and, well, don't be surprised when problems mount on top of one another, the next one larger than the last.

So we have a presumably stolen scooter in our alley. If whomever deposited it wanted the tires before they dumped it, my guess is they would have taken them. Instead, someone else figured they could take them. And more bulk trash has piled up. So the cycle of broken windows, if even on the smallest level, is beginning to ramp up in our alley. And we can't get the city to help us by simply doing the job we pay them to do.