L.A.'S POTHOLE HANG-UP REPORT BLASTS STREET REPAIR BUREAU'S COMPLAINT HANDLING.Byline: Alexa Haussler Staff Writer
Los Angeles Los Angeles (lôs ăn`jələs, lŏs, ăn`jəlēz'), city (1990 pop. 3,485,398), seat of Los Angeles co., S Calif.; inc. 1850. residents routinely encounter a rough road - hang-ups, long waits and indifference Indifference
(1755–1793) queen of France to whom is attributed this statement on the solution to bread famine: “Let them eat cake.” [Fr. Hist. - when they call a telephone hotline to report potholes to the city, according to according to
1. As stated or indicated by; on the authority of: according to historians.
2. In keeping with: according to instructions.
3. a biting biting
pertaining to the characteristic behavior of performing a bite.
see species of the insect suborder mallophaga.
insects of the family ceratopogonidae. audit released Wednesday.
Nearly one-fifth of callers got disconnected, others were put on hold for up to 45 minutes and about one-third of the time the operator neglected to ask for all the information the city needed to do the repair job, according to the audit conducted by City Controller Rick Tuttle's Office.
``The lack of management attention to customer service needs to be remedied,'' wrote the report's authors, who sharply criticized the city Street Services Bureau for failing to cooperate with the auditors.
``The Office of the Controller ranks the cooperation given to its audit team by Bureau management to be the worst experienced during the Director of Auditing's last nine years of conducting independent audits of City agencies.''
Richard Close, president of the Sherman Oaks Homeowners Association, said the audit's findings reflect widespread community complaints.
``If they can't do something as simple as take complaints, no wonder the streets don't get fixed, the sidewalks don't get fixed,'' said Close, who also is chairman of Valley VOTE, the organization that pushed for a study of the feasibility of a Valley city apart from Los Angeles.
``No wonder people are clamoring clam·or
1. A loud outcry; a hubbub.
2. A vehement expression of discontent or protest: a clamor in the press for pollution control.
3. A loud sustained noise. for their own local city.''
Street Services General Manager Greg Scott Greg "Greggles" Scott (born 6 March, 1969 in Macclesfield, Cheshire) is an English television presenter. Early life and career
The son of a comedian, Greg Scott worked as a redcoat at Butlins and then as a warm-up artist on the Channel 4 programme Countdown for 13 years. defended the program and challenged the audit's findings.
``I still believe there are inaccuracies there,'' Scott said.
He said the audit was conducted when the bureau's call center was short four of its 12 workers - one of whom was in the hospital while others had been promoted.
Scott also said members of the bureau felt the auditors changed the focus of the audit several times and even seemed to have personal vendettas against some of his workers.
``We had some issues with the auditors. We met with them; I thought we cleared them up, but it's obvious in their report that's not true,'' he said.
The auditors found 25 potholes across the city and called to report them between June 21 and 29. The report criticized the results in three key areas: excessive disconnected calls, excessive time on hold and operators' failure to collect the proper information.
The reports states that auditors waited on hold between 1 and 45 minutes - with an average 12.5 minutes - to speak with an operator.
More than three-quarters of the time, the callers waited more than five minutes, the report said.
Don Schultz For the Marketing expert, see .
Don Schultz is a former president and a former vice-president of the United States Chess Federation. He was born in New York in 1937 and currently lives in Florida. He was elected vice-president on August 14 2005. , president of the Van Nuys Homeowners Association, called it unacceptable for callers to be put on hold for so long, which he said could discourage the public from reporting potholes.
``Once somebody waits 12.5 minutes, they probably will never call in again,'' Schultz said.
The audit also stated that callers who waited more than 12 minutes often heard a recorded message promising the hold time to be three to five minutes.
``A canned answer with no basis in reality is a poor substitute for good customer information,'' the report said.
The second area highlighted in the report - disconnected calls - included the auditors' finding that 18 percent of calls were dropped.
``The general public . . . may not be willing to repeatedly call to get a street repair made,'' the auditors warned. ``They may resign themselves to believing that their government is unresponsive unresponsive Neurology adjective Referring to a total lack of response to neurologic stimuli .''
Finally, the audit found that one-third of the callers who got through were not asked all of the information required by the Street Services Department - such as the telephone number or area code of the caller Caller may refer to one of the following:
``They need to pay attention and monitor themselves more closely,'' said Louise Lund, administrative deputy city controller.
The hotline, (800) 996-CITY, or 996-2489, is designed to request service from the Bureau of Street Services. The bureau receives about 100,000 requests for services a year. Scott said the bureau makes about 200,000 small asphalt asphalt (ăs`fôlt, –fălt), brownish-black substance used commonly in road making, roofing, and waterproofing. Chemically, it is a natural mixture of hydrocarbons. repairs, including potholes, each year.