Tracking user comments and complaints and the action taken was one of the most desired applications. Most of the cities track complaints, but virtually all the departments track them by hand on little sheets of paper. In other words, user tracking is most usually a "log" that simply records the comment/complaint and perhaps the action done... but it doesn't help analyze comments, complaints and costs.

Management analysis would be difficult or impossible using this system. For example, how long would it take a superintendent to answer these questions?

What did it cost us to fix a pothole?
What was the most common problem reported?
What was the average response time?
Are problems fixed immediately or is follow-up required?
Are there indications that a larger problem may exist which should also be addressed?

Assuming the street department is effective at solving problems reported by users or others, an effective tracking or work order system accomplishes three goals:

It portrays the department as responsive. Taxpayers want action and are quick to show up at city hall to complain if a problem isn't resolved. Developing a system and a set of standards for problem resolution gives the department the opportunity to turn a problem into an opportunity. A problem is reported, the department responds in a timely manner. The department looks good.

It promotes city pride. Users become the eyes and ears of the department. City pride is directly related to the "look" of the community. Deteriorating or sub-standard streets distract from city pride. An effective tracking program promotes community involvement, resulting in long-term improvement.

It identifies overall trends. Based on accumulated data, street departments can begin to evaluate problem areas or issues. It would be possible to substantiate capital improvements based on management analysis of user comments and complaints.