Medford Revamps Online System For Service Requests

MEDFORD, MA — The city relaunched its SeeClickFix reporting system Tuesday after an internal review and restructure of key elements to improve access and customer service, Mayor Breanna Lungo-Koehn said.

The tool is available to all residents through the mobile app – SeeClickFix – or on the redesigned webpage at www.medfordma.org/SeeClickFix. Service requests called in by phone to city departments will also be logged and tracked by staff through the tool.

When downloading the mobile app, register for an account and then search for “Medford, MA” under the "Place" tab to be connected to Medford’s home screen. Step-by-step instructions are also available at www.medfordma.org/SeeClickFix.

SeeClickFix allows residents to submit non-emergency service requests and complaints in one of 52 active request categories, such as potholes, lost animals, snow and ice removal, missed trash or recycling pickup, permit parking issues and more.

For most categories, requests are expected to be completed within days. However, some requests, like sidewalk replacement or road re-paving, may be included in larger capital projects and/or require long-term planning and may not be completed immediately. As part of the system relaunch, staff have been trained to provide more detailed information in these circumstances.

"Some Medford residents have come to rely on SeeClickFix as a reporting tool since it was rolled out several years ago," Lungo-Koehn said in a statement. "However, when I took office last year it quickly became clear that the tool was unreliable for many, with service requests often being left open for years at a time. We immediately began to evaluate the system as a whole to better understand how it could be used most effectively, and we are excited to relaunch SeeClickFix this week."

Director of Community Affairs Lisa Colaianni and Executive Assistant Daria Tejera spearheaded the project, the mayor said.

"I am so proud of the revamped SeeClickFix system, and I hope it is a tool that the Medford community will find not only helpful, but reliable in addressing concerns and requests," Colaianni said.

Features of the relaunch include:

• Redefined and restructured categories for requests to make issue types easier to locate and report;
• New categories added;
• Restructured incoming and outgoing communications settings. Constituents can select more accurate questions to help define issues, and City staff will communicate with more specific information if and when issues are “closed;”

• Added and trained new users. In all, we added 13 new staff members as users on the system to increase efficiency and responses to requests.
• Retrained existing users.

City staff will monitor and adjust issues in SeeClickFix over the coming weeks and months to address any concerns and ensure quality customer service. To report an issue with the tool, please contact Lisa Colaianni at LColaianni@medford-ma.gov.