Baltimore City 311

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This update forces the entry of an address before allowing the selection of a photo; bad change as the address info often on the photo which would then auto populate the address. This version does not auto track requests; bad change as one must now enter the request number. Also some difficult to read font choices; very small and white font on orange background. Of personal note, I preferred the old look with the city flag pic to this bare look. This version does have better selections of service type.

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Like a previous reviewer, I wish I could still use the old app. What was wrong with it? Nothing that couldn’t be addressed, I’m sure. Baltimore City too often invests in *replacing* things rather than pursuing continuous improvement of existing infrastructure that works. I attempted to submit a request. It did not recognize intersections and it did not allow me to submit a photo. When I checked on my request, it is displayed with questions I was never presented and, therefore, didn’t answer, so it looks as if I provided no details. And the questions I was presented with and the answers I gave are nowhere to be seen. Were they registered along with my request? Who knows. Please either quickly improve this new app or bring that old one back. The current situation of a gem of an app being replaced with a shiny new broken one isn’t working. I can’t believe we’ve taken a step backwards here.

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The old app was perfect. It was very user friendly, you could easily take pictures of the problem you were writing about and very easy to check the progress of your request. They emailed you when the issue was resolved. I was so proud of Baltimore for doing this and thrilled as a taxpayer to see that my requests were taken care of- When I told people about the app they asked “did they really fix things?” and I was happy to say that it did. I just tried the new app and you can’t take photos, you can’t make anonymous complaints which is very handy in neighborhood situations. It doesn’t have GPS to easily identify where you are-it automatically updated your requests and let you see what was happening in the rest of the city. If the new app more easily identifies which department needs to take care of a problem why didn’t they just update the old site with better prompts?

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I don’t know why they changed the App to one with less features for the user. Making a request also takes longer because they have more mandatory questions. It is very challenging to see the status of requests you have made. The App before easily allowed you to review open requests and old closed requests. Now to view a request it must still be open and you have to enter this long service request number. I have to complete a request for my recycling to be picked up at least once a month and now I can’t track my requests like I used to be able to do.

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With the release of this new application, the user is no longer able to see how the service request was resolved. When the status of an SR is checked, the user is only informed that the request is “Open” or “Closed”. The legacy system at leasted informed the customer that a citation or notice was issued or the ticket was closed because no trouble was found. Now, there is no information other than that the service request is closed.