Have you ever tried to reach out to the city of Wilmington, only to walk away frustrated or even ignored?

Mayor Mike Purzycki is calling the city's public service, "poor," but said he's got a game plan to fix it.

That plan, Purzycki told Delaware's Morning News on WDEL, came about during a sit-down with former Baltimore Mayor Martin O'Malley, who developed a system to measure how city employees were serving city residents.

"Really an internal management accountability practice that puts metrics in place for all the deliverables in the city, and then, twice a month, gets everybody in a room and just grills them about what they've accomplished in those past few weeks, and it just turned around that city," explained Purzycki.

The program is called CitiStat, and Purzycki said he hopes to have it up and running in Wilmington early next year.

Purzycki added a prime example of where public service failed residents in Wilmington centered around the city's decision to switch from quarterly to monthly billing for water service, which led to higher bills for most.

Purzycki said he heard from some in the city who called in to complain and waited 45 minutes for someone to pick up the phone.