Service Request Follow-up

Public Works Department staff performs complaint investigations that cover a many issues such as asset maintenance, downed trees, flooding, etc. Citizen complaints are received from various sources including phone calls, email, or in person. Yet another way is when citizens petition their elected officials and report a problem they are experiencing or is occurring somewhere within Pasco County.

WebQA and CMMS CityWorks are the current programs Pasco County utilizes to address citizen complaints. For the Public Works Department, each complaint is logged into WebQA or into our newest platform, CMMS CityWorks. They complaints are assigned in either system and investigated by assigned personnel. Reported complaints or issues that do not fall within the county’s realm of responsibility are referred to the appropriate agencies. Such as Southwest Florida Water Management District (SWFWMD), Florida Department of Environmental Protection Agency (EPA), and other regulatory agencies. Complaints that relate to infrastructure maintenance and operations are initially assigned to the Operations units of the Public Works Department. These complaints are investigated and reviewed in a timely manner. Complaints that are related to watersheds and stormwater infrastructure performance are assigned to the Stormwater Management Division for review and investigation.

The typical process starts when a citizen’s complaint is entered into WebQA or CityWorks program. Shortly thereafter, a Service Request or Work Order will be generated and assigned to the appropriate staff members within the Public Works Department. The generated service request, or work order, will then be periodically updated as progress is made on the complaint. Citizens wishing to access these programs are encouraged to use the contact information and links found on the Home Page. Both databases are available to the public as Public Works transitions from WebQA to CityWorks. Citizens can log on to both databases using their own secure username and password to complete the interactive forms. These forms allow the complainants to provide detailed information about the issue and location, attach any photos or documentation, provide contact information, and in CityWorks geographically create a location point on the map.