We live a couple of blocks from Straus Park, a large traffic triangle, dominated by a lovely fountain dedicated to the memory of Isidor and Ida Strauss who died on the Titanic. In the spirit of the revitalization of public spaces in the 90’s, a neighborhoods group took over the programming and maintenance of the horticulture of the park – and they do a lovely job. This little space is a terrific neighborhood amenity. 

            Six months before the onset of the pandemic we got a dog, and part of my regular dog walking route was through the park. As a result, I came to appreciate the parks virtues all the more. I enjoyed the sparrows splashing in the park’s fountain. In the spring, the bulbs planted the prior fall are a colorful pleasure. The vibe from people reading, eating and just relaxing on the many benches speaks to the virtues of urban life, bringing together people from many backgrounds to enjoy sharing a public space. 

            When I first started my dog walking routine in 2019, I noticed that the park had several “BigBelly” trash cans. There are large rectangular structures of utilitarian design, which are advertised to compact trash using solar power, enabling pickups from them to be less frequent. One of the cans in Straus Park was not functioning and was conspicuously wrapped in black plastic bags. It is worth noting, but not worth dwelling upon, that I have long found BigBellies to be the pirates of street furniture and was dismayed that the Parks Department thought it appropriate to deploy them (in large part because the emptying of trash bins is something to be encouraged, as it provides activity in otherwise dormant public spaces, creates “eyes on the street,” as well as the low skill, entry level employment so much needed in New York). But, jeez, if DPR is going to use them, they ought to at least be maintained. 

           Every day, sometimes several times a day I would walk by this piece of junk, and it would annoy me. It came to a point where my wife demanded I stop talking about it. The pandemic came and mostly went, and four years later the damn thing was still there. This was important because non-working features of a public space are an indication of disorder – suggesting to users that anti-social behavior is tolerated. That i) leads others who are so included to engage in anti-social behavior and ii) gives other the idea that anti-social behavior is possible/likely in that space – leading to a perception of lack of safety there.  In Straus Park there were lots of other ques that the park was being well maintained and that there was an understanding among park users about certain standards of behavior: the horticulture was highly and visibly tended, the fountain worked, trashed was routinely picked up. All kinds of people used the park – and clearly subscribed to the social contract regarding conventions of acceptable behavior. The broken BigBelly itself wasn’t a tremendous problem – but it could have been the first incline on a slippery slope to neglect. 

In the fall of 2022, I finally decided to try to get it fixed. I took pictures of it. I emailed a request that it be repaired and removed to 311 on October 27^th with the photo. I got back a service request confirmation from 311 and then nothing happened. On December 28^th, I a sent a copy of the service request confirmation to our local City Council Member, the Riverside Park Conservancy (which in the past has taken some responsibility for Straus Park), the Parks Department general email box and the Parks Commissioner (I guessed at her email address). The email to the Parks Commissioner bounced back. I contacted former Parks Commissioner, Adrian Benepe, our neighbor, who pointed me in the right direction and gave me an attaboy for trying. The Commissioner, who I don’t know personally (unlike most of her recent predecessors) I have only heard referred to a Sue Donoghue, uses Susan in the Parks protocol email address. 

            I also called the BigBelly corporate office in Boston and tried to persuade them to fix or remove the thing. They told me to buzz off, as the can belonged to Parks and they weren’t responsible for it. 

            I then left for a month in Hawai’i. 

            Three weeks later, while in Waikiki, given the magic of mobile phone technology, I got a call from a Parks Department employee (at 5AM local time). I later returned the call.  The Parks employee acknowledged receipt of my request to the Commissioner’s office (not the original 311 request) and told me removing the BigBelly from Strauss Park was now on his “to do” list as the district manager for the park, and it would likely be removed in the next few months. I zealously advocated with this nice person that DPR should be embarrassed that this broken piece of equipment had been open and notoriously existing in Straus Park for at least four years without repair or removal. Given my knowledge of DPR operations, I suggested to him several ways of getting the resources (like a Riverside Park pick-up truck) required to get rid of the can. We ended the call amicably and he said he would see what he could do.

            Upon our return from the Mid-Pacific, I made a beeline to Straus Park to see what was up – and the can was at last gone. I felt a smug sense of accomplishment and returning home, sent around a thank you email to all concerned. I doubt anyone else noticed. And it certainly wasn’t a big deal. But it does tell us two important things. First, that the Parks Department does not have sufficient resources to do basic park maintenance, which has been obvious for some time (as evidenced by routine overflowing trash baskets and un-mowed turf in Riverside Park).

311 

But more importantly it is an object lesson in the failure of the City’s 311 system – which has become a data collection program, and not a way to improve delivery of services. In my time at DoITT, I was excoriated for not routinely closing out cable complaints as had been done by my predecessors. We closed out complaints only when issues had been resolved to a customer’s satisfaction, or when we had made a determination that the customer’s issue wasn’t susceptible to satisfactory resolution. My team was rebuked for not meeting our SLR (service level requirements). In my experience, 311 requests do not result in effective and appropriate city action. Requests get routinely closed out by the bureaucracy because its internal standards for resolution have been met – which has nothing to do with actually solving the problem. 311, with all of its elaborate software and hundreds of employees taking calls, appears to be a Potemkin Village. While the Annual Mayor’s Management Report may record and report the number of type of requests, it does not reflect the actual resolution of problems in the real world outside the bureaucracy. It is virtually useless as a management tool, as far as I can tell. 

            My original service request said that I would receive a response within thirty days. I’m still waiting. [Note to spouse: sorry about this post. It’s now out of my system. You won’t hear about it again.]