In the past year, I have had to call the city’s public works department for assistance as a homeowner. Both times were less than pleasant. Six weeks ago, the city’s garbage truck obliterated our green compost. I called to request a replacement. The nice woman on the phone said it would take a day to two days. Yippee! But, a week later, it still did not show up, so I called again (the number on the website). An abrupt woman told me I got the wrong information and it would be a couple of weeks. OK, good, let’s get it done. Five weeks and nothing and now I am afraid of what frost and cold is going to do to this thing. I sit on a city committee and the staff person on this committee said she would check it out. At least I got a call back but was told I wasn’t on the list. I asked, “How can this be? I called twice!” I was referred to another staff person who didn’t have an answer but did get me a new bin within a day. What was so hard about that? I worked for 20 years in public service and also taught client service workshops. There should be a process whereby calls are noted (by date and issue and who referred to) and marked completed. Obviously neither of my calls was noted, so what happened? Someone needs to get a grip on this.
My second issue was in the winter with the city tree in our front. It has had black knot a few times. No one has ever been here to look after this tree since it was planted. My husband took care of it a few times and disposed of the branches. I called the city public works and asked for someone to come and take care of it. Months passed. I called again and was referred to a staff person, the same person who fixed my bin issue. I told him the city trees across the street also had the knot and someone should take care of it before spring. It was taken care of that day.
There is some kind of problem with the staff who answer the phone, or problem with process and follow-up. I think there needs to be better accountability. I hope my next encounter is more productive and less stressful. It shouldn’t be a full time job to get service from the City. Maybe I should put the person who fixed both issues into my contacts list and just call him?
Bonnie Nixon, St. Albert
