During the preliminary mayoral debate, Newton Mayor Setti Warren appropriately touted how much easier it is for residents to resolve many common problems using the Newton 311 system. I’ve used it successfully to get a street lamp replaced, dead branches removed and bulky items picked up. But that’s just three of the many, many service requests that are conveniently available 24/7.
But recently, when a wheel on my trash barrel needed repair. I discovered (after searching online several times) that that’s not one of our options.
Instead, one has to call the city’s trash removal vendor, Waste Management, during business hours and hope the generally unenthusiastic person you need to speak to is working that day or not taking a break or on the phone with another customer.
This seems so archaic. And puzzling.
I’m guessing that this has to do with the terms of the city’s contract. But I can’t see why those customer friendly folks at City Hall haven’t been asked to collect these requests from residents and then notify the vendor on our behalf.
Why don’t you use 311 to suggest that?
🙂
Why use 311 when I can use V14?
That makes sense, on the surface.
I recall, not long into the program the city went around- I guess the waste vendor went around – to every street to fix broken wheels. I don’t know if that’s supposed to be a regular thing, but it might be more efficient in some ways- to the program, not to the individual whose wheel is broken today
I gotta say that I had the same reaction at first, Greg. But I was pleasantly surprised when Waste management did exactly what they said they would, exactly when they said they would do it! On my regular trash collection day, I put out my broken-wheeled barrel. When I came home from work, it was magically fixed! On time! If only all things worked so smoothly around here…
On that note, NN, I have found that WM does do things when they say they will- I had a “large item” pickup scheduled through the City web site a few weeks back and had a similarly satisfactory experience. Someone there is doing something right, at least.
Should that be part of 311? Should all these requests be part of that system? I don’t think I can answer that, but in this context I’ll ask.
I experienced what Doug experienced. Some time ago, I had a barrel with a broken wheel. I wasn’t sure yet what to do about it, and I wheeled it out to the sidewalk with that wheel. When I returned, the same day I first noticed it, to my surprise, the wheel was fixed. I don’t know if that’s always the case, but it worked on that day.
There may be occasional glitches. Nothing is perfect, but the Mayor’s 311 system is so far superior to what was (or was not) there previously. This is an important level of accomplishment for any successful mayor that’s akin to fixing potholes, reasonably swift snow removal and effective fire and police services.
A case in point. I was collecting signatures in my own neighborhood during July for my own run for the Newton Highlands Area Council. One neighbor knew I was one of Setti’s early supporters. He told me that he was still very upset at the Mayor’s Senate run two years ago. I said something to the effect that he probably wasn’t going to vote for him. Not so it seems. This neighbor had waited years for his sidewalk entrance to be fixed and it was a short time after he called 311 to register a new complaint. That service and not some issue peripheral to it was what this neighbor was most concerned about.
@Bob: I agree, except I don’t think this is a “glitch.” This is an exception to the process that,as I said, seems puzzling.
Newton 311 is a great improvement. In days gone by, needing to call the right person during business hours would be business as usual. I suppose I’ve become spoiled.
I should add, that for several weeks I dragged the bin with the broken wheel out before attempting to find a resolution, hoping for a miracle repair similar to Barry’s experience. But I guess the wheel repair elves don’t come down my dead end street.. That’s when I began in vain to find a way to report this via the web portal.
@Barry. I had the same experience with a broken wheel on one of my bins. The replacement was much sturdier.
@Greg,
I had the same problem with my bins. I called Customer Service at City Hall and was told to call the recycling person for the city. I called and got no answer. Called CS back and was told to call an 800 number for Waste Management. I called that number and it just rang and rang. Called CS back again and was told this was not their problem and that I had to work this out with Waste Management. Really????? The City forced us to have these bins and now it’s not their problem???? So I called the Mayor’s Office and told them exactly how I felt about this entire run-around. I made it quite clear that it was not my responsibility to fix this problem and that I should not have to make several phone calls just to get a tire fixed. It should not have taken 6 phone calls to 4 different locations to correct this problem.
I emailed Courtney Forrester some time back with a barrel issue and she was responsive and very pleasant to deal with. She solved my problem quickly.
The problem, as pictured above, is easily fixable with two large screwdrivers or two small pry bars. I have performed that task to my own trash can and multiple other trash cans in my neighborhood. It is fixed in less time than a call to WM. The new wheels eliminate the problem.
@Patrick,
Thats great if you have the right tools and a handy kind of person. Does not work so well for those of us who are tool challenged. 😉
I had a broken handle on my trash bin a while back and it took three or four phone calls to Waste Management and weeks of putting it out to get it replaced. Dragging the bin back up my steps with the broken handle each time they didn’t change it got really tiresome. And I was saving up my trash because I didn’t think I should have trash in it if they were going to switch it for another bin.
I fixed another neighbor’s barrel today, and I only needed one small screwdriver. It is not that hard and it was quicker and faster than making a phone call.