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Garbage and parking? This is the biggest problem of the local authorities - voila! native

2023-02-21T09:01:20.408Z


Blocking the entrances of houses, garbage in the streets, scraps - all these disturb the residents, but the problem of the local authorities is the waiting time for an answer at the hotline. What to do?


Garbage is one of the biggest nuisances in any city (Photo: ShutterStock)

Blocking the entrances of houses, throwing trash out of the windows, leaving scraps on the street, and parking wherever they want: these are the main reasons why the residents of Israel turn to the various municipal centers.

According to data, which are published exclusively in Vala!

Locally, during the year 2022, no less than 837,408 inquiries from residents were received at Tel Aviv Municipality's hotline 106, with a quarter of them, in municipal supervision issues and the rest in relation to sanitation hazards, SFA and Avivim water. An in-depth analysis of the data shows that approximately 18 thousand Inquiries came to the hotline regarding vehicles blocking parking lot entrances and exits, and approximately 15,000 regarding vehicles parked on the sidewalk. Inadequate garbage removal from buildings was also a common reason for complaints - during the past year, approximately 15,000 inquiries were received for this reason. In addition, approximately 12,000 Inquiries were made due to scraps left on the sidewalk, and a similar number - due to prunings that were disturbingly placed on the road and sidewalk.



The Jerusalem Municipality also summarized the number and reason for calls to its municipal hotline: it is about over half a million calls to the municipal hotline, in 2022. According to the data, in first place: about 10,000 reports of prohibited parking and in second place reports about the state of street cleanliness and in third place - complaints about Street light.

In a conversation with Walla!, the Jerusalem Municipality points out that over 70% of the calls to the hotline were answered in just 30 seconds, with an average call time of about two minutes.



Betty Testa, who is in charge of the municipal hotline: "The municipal hotline is the beating heart of the Jerusalem Municipality. I am proud to lead an advanced technological hotline with a team of dedicated employees who love the city, love to provide service and are happy to serve as a professional address that provides residents with an available, adequate, reliable and transparent response 24 hours a day in a day".

The solution: automatic task prioritization

The waiting time for an answer is a painful issue and not a few authorities in Israel have spent many resources and efforts over the past few years to shorten this time.

So, for example, the Municipality of Ashkelon through the Community Relations Division held a panel last week summarizing calls to a hotline and municipal service.

From the data presented, during the year 2022, 131,744 inquiries were opened at the municipal hotline, which were transferred to the handling of the teams in the field.

The average waiting time for hotline 106 was 16 seconds and there was an increase in the number of people contacting via WhatsApp.

At the end of processing the application, the resident receives a request to fill out a satisfaction survey.

During the year 2022, approximately 18,626 residents responded to the survey and the data shows that 92% expressed high satisfaction with the handling of their inquiries.

This is a significant increase from previous years.

In 2021 the average was 83% and in 2020 - 70%.



However, besides the telephone answering times, which have indeed shortened in many of the local authorities, the reality shows that many residents in Israel continue to complain about the long period of time that passes until an inspector or representative arrives in the area.

"There is indeed a problem in terms of the time to arrive in the field, which is created both due to multiple tasks at the same time and due to a shortage of personnel," says a senior official in one of the largest authorities in Israel and adds: "There is no doubt that we still have a long way to go."



This is the point to note that today there are very advanced technological systems, designed exactly for this purpose.

For example, the ROG system developed and implemented by the company 'Reznik Systems': this system allows the local authority to receive a real-time notification regarding each and every request, while arranging them on a map, also according to their level of urgency, which allows prioritization of the tasks and accordingly, Also a significant shortening of the period of time that passes until a representative of the local authority arrives at the scene.



"It's a question of allocating personnel and resources - this is the big challenge of the authorities and this is exactly the problem that our system solves," notes Ronan Reznik, VP of Engineering at Reznik Industries. According to him, in a reality where the average local authority is faced with dozens of requests at the same time and in exceptional cases, even Moreover, the name of the game is prioritization. For this, a sophisticated focus application is required: "Our system produces a clear situational picture, on a map, which makes it easier, more accessible, and produces a visual that allows the referrals to be segmented in the most efficient way." In addition, Reznik points out that the system's interface



with The WhatsApp software makes work significantly easier and saves valuable time "It is sophisticated enough that it also provides advice and insights to the operator.

For example, as soon as she detects a large number of complaints regarding pipeline explosions in a certain area - she will schedule it as one in which it is recommended to carry out repair work."

  • native

  • Welfare and health education

Tags

  • Local authorities

  • Tel Aviv Jaffa

  • Jerusalem

Source: walla

All news articles on 2023-02-21

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