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That doesn’t necessarily mean the resident’s concern is resolved in that amount of time, said Onrait. While departments monitor open requests (matters they have yet to respond to), the city doesn’t keep track of how long it takes to resolve them, something Onrait described as a “daunting manual process.” It might do that in the future, mind you.

Whether follow-up is required with a department or not, each operating area of the city receives regular reports on what people are calling about and how often. That gives them an idea of which areas to focus on for improvement, said Onrait.

Service Regina is also adjusting its schedules to better meet demands, he said, shifting with the volume of calls that come in based on the season, for instance.

Although social media is becoming a common avenue for residents to air their service-related question and concerns — and, no, those aren’t ignored — Onrait still encourages people to call 306-777-7000 instead. He said they will have a greater chance of getting an answer that way, and the city is better able to track their service request if follow-up is required.

150,134

Contact with Service Regina

The number of inquiries made to Service Regina, whether by phone, social media or through the city website’s online form.

69,023

Service requests

The number of inquiries that couldn’t be responded to during that initial contact. Instead, they required followup with a city department.