Residents have issue with IssueTraQ, councillor says

CITY HALL: Service information is difficult to find on city website, council told

Posted By PEGGY ARMSTRONG, LINDSAY POST REPORTER

Updated 2 months ago

-Residents have an issue with the city's IssueTraQ system -they say they can't find it on the city website, Ward 12 Coun. Gord James told council on Tuesday.

James noted that aLindsay Poststory by this reporter brought attention to residents that they can contact the city's IssueTraQ system by emailing issues@city. kawarthalakes. on.ca. It is the one to use for non-emergency concerns about a city service or to request service maintenance.

However, residents are having a hard time finding it on the website, he said, and urged that it be more prominent on the site.

CAO Jane Reynolds told council that if anyone was having trouble finding the address, the most effective way for residents to contact the city is through the general email address

info@city. kawarthalakes. on.ca.

Speaking toThe Postthe next day, James said, "I just want it to be user friendly." He said he would like an icon on the home page of the city website to assist people to find IssueTraQ as quickly as possible.

"I strongly support IssueTraQ," he added. "I think it's a tremendous program."

WhenThe Postwent in search of IssueTraQ on the city website, some shortcomings were apparent. It was eventually found under City Hall using the drop down menu and clicking Contact Us. However, no main menus or drop down menus contain the word IssueTraq. A logical choice was to go to Residents, but that contains only the general information email address.

Also, if the search engine on the site is used, the correct spelling is important. The spelling with a 'q', 'Issuetraq' comes up with the contact page that leads to both the info and issues email addresses. But spelling it the way it sounds, 'issuetrack' comes up with No Results.

Reynolds toldThe Poston Thursday that residents aren't expected to know the name of IssueTraQ so it has not been used prominently.

James said that as a result of his concerns, a line was added on Wednesday to the bottom of each page on the website that will connect people to IssueTraQ. It is small print and states: 'Questions or concerns may be directed to our contact page'.

The statement could be unclear whether the issues and concerns are about city services or about the website itself. It links to the Contact Page, where if you scroll down you'll find information for IssueTraQ.

For seniors or anyone not computer savvy, finding IssueTraQ is unnecessarily challenging, James said.

Reyolds said they are always working to improve the site and are considering an icon on the main page for concerns or complaints.

In looking into IssueTraQ,The Post conducted a test of the email address issues@city. kawarthalakes. on.ca, accessing it directly from the city website and asking for a response. It was clearly being monitored effectively.

The first reply came back from a senior service administrator in about three minutes, stating, "You have reached the Issue/Concerns Website for the City of Kawartha Lakes. I will respond to any issues or concerns you might have."

A second reply was sent in twelve minutes and a third a few minutes after that, each with cheerful confirmations that it was working and offers to assist.

- parmstrong@thepost.ca