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...

Mayor Gray must refute mediocrity, or fall victim to it

Photo of Lon Walls from Twitter.

Members of Vincent Gray's administration have been both quoted and sourced on background as being unhappy with a city employee going above and beyond the call of duty on the job. The mayor must explicitly quash such thinking if he doesn't want to send a signal to all other city employees not to work very hard.

Lon Walls, the communications director for DC's the Fire & Emergency Medical Services (FEMS), gave Mark Segraves some revealing statements regarding the ongoing saga of Pete Piringer, who ran the DC Fire & EMS twitter feed (@dcfireems).

Walls told WTOP, "We had a discussion, I told Pete he was going out of his lanes in terms of other agencies." One of those "lanes" apparently included tweeting about fallen trees and crime scenes. It seems other agencies were miffed that @dcfireems was tweeting about things slightly outside their core competency, and that was "making [other agencies] look slow and unresponsive."

Washington Life Magazine listed Walls as one of the "Titans of PR" last year. He ran Walls Communications prior to becoming the head of communications at FEMS. (It appears that the regular website of his firm has been scaled back, with a more detailed site residing here.)

The site boasts of "transforming [communications] challenges into successful and measurable results." Is less communication with residents the kind of results the city is looking for? (Incidentally, Walls is on Twitter, but he doesn't appear to have mastered use of it as a communication forum.)

Put simply, Pete Piringer ran a fantastic service while working at FEMS. I'm one of the three people who worked on compiling the Struck in DC (@struckdc) twitter feed, and we relied on timely information from @dcfireems to keep people aware of how many pedestrians and cyclists had been victims of incidents involving vehicles in the city for over a year. Without the information that Piringer supplied, our service has withered on the vine.

In September, the feed went silent. Concerned reporters and blogs initially thought Piringer had just gone on vacation, but officials later revealed that they'd stopped the feed.

Walls told DCist, "I'd rather be slow and right than fast and wrong," and, "Social media is for parties. We ain't givin' parties." Instead of a sneering, derisive taunt, Walls should be able to see, as a communications professional, the value of actually "communicating" with citizens.

In response to objections, the Mayor promised on September 22 that @dcfireems would not be "filtered" or "silenced." This temporarily assuaged frazzled nerves, but the goodwill was short-lived. The @dcfireems feed has not mentioned a single struck pedestrian or cyclist since August 29. While it would be wonderful if no such crashes have occurred since then, we already know that's sadly not the case.

Since September 22, @dcfireems has tweeted more about the fire chief's weight and pictures of the mayor with McGruff the Crime Dog than the information it was known for prior to September 1. That's a shame. A valuable service is gone.

Meanwhile, Piringer has been moved to work for the Office of the Secretary of the District of Columbia, where he will work on publicizing things like ceremonial documents.

Because Pete Piringer was busting his butt, he got busted down a notch (contrary to what Lon Walls would like to have us believe). Instead of other agencies stepping up their game to try to match his, we instead get the lowest common denominator. It's depressing to think that might be official policy from the executive branch.

Members of the Gray administration have essentially declared that those who perform above and beyond the call of duty will be punished for their hard work. If Mayor Gray himself does not see this for the "buck stops here" situation that this is, we can only assume he condones such thinking. If I were an ambitious employee looking to make my name as a civil servant, I certainly would look somewhere besides the District of Columbia to ply my trade.

Crossposted at Greater Greater Washington.