LTC 587-2019 Update on the Miami Beach Egov Application MIAMI BEACH
OFFICE OF THE CITY MANAGER
NO. LTC # 587-2019 LETTER TO COMMISSION
TO: Mayor Dan Gelber and Members o the City ( • mission
FROM: Jimmy L. Morales, City Manager /
DATE: October 29, 2019
SUBJECT: Update on the Miami Beach Ego Application
The purpose of this Letter to Commission is to provide an update on Miami Beach's eGov
Application and the process for resolving "service requests".
The eGov mobile platform was designed to provide residents, visitors and the business
community with a convenient way to seek resolutions and engage with the city.
Once a customer identifies a concern in the city and utilizes the eGov app to submit a "service
request", an automatic email confirmation is sent. Upon resolution or referral to a responsible
outside agency, such as Miami Dade County, an automatic email is sent to the customer providing
the updated status and comments made by staff. At any time, a customer can log-in to the eGov
portal and view the latest updates provided by city staff.
Since launching in June of 2014, the City has resolved 52,379 (99.5%) of the 52,650 requests
received. The time required to address a concern depends on the nature of the request, and the
level of effort to resolve. To date, approximately 65% of requests have been resolved within 3
days and only 11% required more than 10 days to resolve.
In order to provide a prompt resolution, it is contingent on the user identifying the accurate type
of service. As such, most requests go through a validation process. Validations provide staff an
opportunity to review submitted requests and route it to the responsible department and/or a
specific person in the city.
The eGov application is not intended to be a reporting mechanism for concerns requiring
immediate attention. Customers are encouraged to call the following numbers to obtain an
immediate response for:
• Public Safety Emergencies:
o 911
• Code compliance, construction/building, sanitation, and any other Public Works' related issues:
o (305)604-CITY(2489)
• Parking concerns:
o (305)673-9453
• Non-emergency public safety issues:
o (305)673-7901
Staff continues to evaluate opportunities for improvements and works diligently to make
enhancements to the system, including system integrations with eGov which allow some
departments to receive immediate notifications. These integrations are providing a quicker
response for service and a streamlined process for frontline employees working in their
department's respective systems.
To ensure a focus on customer service and responsiveness, the city's Chief Innovation Officer
will continue to evaluate and enhance not only the functionality of the application but the user
experience.
Should you have any questions please reach out to Assistant City Manager, Mark Taxis, at (305)
673-7010 or marktaxisamiamibeachfl.gov.
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