RE.17 - A RESOLUTION OF THE MIAMI CITY COMMISSION DIRECTING THE CITY MANAGER TO ENGAGE WITH THE MIAMI-DADE COUNTY 311 CONTACT CENTER AND THE MIAMI DOWNTOWN DEVELOPMENT AUTHORITY TO EXPLORE AND DEVELOP OPTIONS FOR NOTIFYING CITY COMMISSION DISTRICT OFFICES AND THE MIAMI DOWNTOWN DEVELOPMENT AUTHORITY OF SERVICE REQUESTS AND OTHER CONCERNS REPORTED BY RESIDENTS WITHIN THEIR RESPECTIVE DISTRICTS OR AREAS OF RESPONSIBILITY; FURTHER DIRECTING THE CITY MANAGER TO RETURN TO THE CITY COMMISSION WITHIN SIXTY (60) DAYS WITH FINDINGS AND A PROPOSED IMPLEMENTATION PLAN; PROVIDING FOR AN EFFECTIVE DATE.

WHEREAS, the Miami City Commission (“City Commission”) welcomes and encourages residents to use the Miami-Dade County (“County”) 311 Contact Center (“County 311”) as a valuable and accessible point of entry for reporting concerns and requesting government services, particularly when it is unclear whether an issue falls within City of Miami (“City”) or County jurisdiction; and

WHEREAS, County 311 provides residents with a centralized means to obtain information, report issues, request services, and monitor previously submitted service requests, including requests relating to certain City services; and

WHEREAS, service requests and concerns reported through County 311 are not automatically shared or coordinated with the City Commission district office serving the affected resident or location or, where applicable, the Miami Downtown Development Authority, which may leave those offices unaware of constituent concerns even though they are well positioned to assist residents and facilitate follow-up; and

WHEREAS, improved coordination among County 311, the Miami Downtown Development Authority, the City Administration, and City Commission district offices may reduce delayed follow-up, duplicative outreach, and constituent frustration, particularly with respect to City-related service concerns involving code compliance, public works, solid waste, sanitation, downtown-related matters, and other municipal services; and

WHEREAS, the City Commission finds it appropriate to direct the City Manager to engage County 311 leadership and the Miami Downtown Development Authority and evaluate feasible options for district-level and Miami Downtown Development Authority notification or data sharing, which may include automated customer relationship management notifications, a shared dashboard, geographic or district-based routing tags, periodic reports, or other secure and administratively practicable methods;

NOW, THEREFORE, BE IT RESOLVED BY THE COMMISSION OF THE CITY OF MIAMI, FLORIDA:

Section 1. The recitals and findings contained in the Preamble to this Resolution are adopted by reference and incorporated as if fully set forth in this Section.

Section 2. The City Manager is directed to engage with the leadership of County 311, the Miami Downtown Development Authority, and appropriate County and City departments to explore and develop feasible options for notifying the applicable City Commission district office and the Miami Downtown Development Authority when a resident reports a service request or other concern involving a location within that district or within the Miami Downtown Development Authority’s area of responsibility, including, but not limited to, automated customer relationship management notifications, a shared dashboard, geographic or district-based routing tags, periodic reports, or other appropriate data-sharing or referral mechanisms.

Section 3. The City Manager is further directed to return to the City Commission within sixty (60) days of the effective date of this Resolution with written findings and a proposed implementation plan that identifies the recommended notification or data-sharing method, participating departments and offices, anticipated costs and resources, privacy and information-security considerations, any necessary agreement with the County or the Miami Downtown Development Authority, and a proposed implementation schedule.

Section 4. This Resolution shall become effective immediately upon its adoption.

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