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CITY OF SAN LEANDRO STAFF REPORT Date: To: Via: From: Subject: December 14, 1999 John Jermanis, City Manager Wandzia Grycz, Assistant City Manager APPROVED AND FORWARDED TO CITY COUNCIL LZ4_u�la John J. J rma i City Mana er m 0 99 i.V-a0-9q 6129.) Kathy Ornelas, Community Relations Representative Constituent Complaint Tracking System SUMMARY AND RECOMMENDATION At the request of the City Council, staff has researched alternatives for tracking constituent concerns and complaints which are forwarded via the City Council or received directly by the City Manager's Office. Staff reviewed the findings with the City Council Rules and Communications Committee and the Committee concurred with staff's recommendation to implement the use of the Tidemark software system. With Council's approval, the Community Relations Representative will begin using the Tidemark system in January 2000 for in -put and follow-up of constituent issues. This item has been placed on the December 20, 1999 City Council agenda for consideration. DISCUSSION City Council Members have expressed concern over the need for a clear, useable tracking and communication system for managing complaints and requests for service from constituents. Staff researched a number of software programs on the market, as well as two systems currently being implemented by departments within the City. The Tidemark system is currently being installed in the Development Services, Engineering and Transportation, and Police Departments for tracking of assignments and citizen requests for service. This system appears to be versatile and adaptable, and can be customized to allow entry and follow-up of constituent concerns which are forwarded by City Council Members or received directly within the City Manager's office. The Community Relations Representative will be able