Tracking user complaints and comments, as well as the action taken, is one of the most-sought applications within the street departments. Most of the departments (71%) currently track user complaints and another 21% want to start a tracking program.

Many of the departments commented that their tracking efforts were one of their most important functions because it provides first-line contact with their constituencies. Despite this importance, 60% of the departments track user complaints by hand with only 4% using a computer and 12% using both computer and manual systems.