For a city as big as Los Angeles, stretching from Southern California’s coastline and the hills of San Fernando Valley to downtown and inner-city neighborhoods in East and South L.A., the needs of residents are great and diverse.
But when it comes to getting basic services like filling potholes, trimming city trees, or picking up trash — including illegal dumping — Angelenos living in the city’s 500-plus square miles seem to have one thing in common: they want faster response from the city and better communication about when or if the work will get done.
And city officials are taking note.
Mayor Karen Bass on Monday, Oct. 30, signed an executive directive aimed at improving the experience for Angelenos who request such services by cutting down their wait times, enhancing the quality of service, and improving communications about the status of their service requests.
“A world-class city deserves world-class services, and that means faster, higher quality and better results when it comes to maintenance in our neighborhoods and communities,” Bass said moments before signing her directive.
Standing outside a Boyle Heights house, where the homeowner had called the city to pick up some bulky items for disposal, Bass said her administration will seek to “transform the customer experience.”
“Just last week, I ran into two Angelenos – and this happens rather frequently – who said that they called 311 numerous times to pick up trash and they wanted to know why it hadn’t been done. … It was also just another indication that we need to upgrade our services,” Bass said.
Bass’ directive – her fifth one as mayor — aims for better execution, fulfilling requests faster, and doing a better job of communicating to the resident about the status of their service request.
Bass announced the formation of a Customer Service Steering Committee made up of employees from several city departments who, during the next year, will oversee an upgrade…
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