As the team of City employees who manages Get It Done, we hear a lot of…feedback. And, no matter how candid or colorful the language, we sincerely appreciate it. Get It Done was launched in 2016 – 166 years after San Diego was incorporated and our local government was created. While the relatively new, popular reporting tool has many satisfied customers, we realize there’s always room for improvement. Our focus is on making it easy to connect with the City, and we are always looking for opportunities to improve service delivery to our communities.

We know you can’t go somewhere else in San Diego to fill a pothole or repair a streetlight, but that doesn’t mean we don’t try to improve your experience as a resident, visitor, or community member. Each day, our team works to improve both customer service and internal operations. If only we could see your Get It Done report, snap our fingers, and fix the issue…all our lives would be easier. In reality, it takes more than that: the coordination of 1.5 million reports and the work of thousands of City employees, to be exact.

To improve internal processes, create more equitable outcomes, and more quickly and effectively address issues, we must first measure our progress. One important metric is how long issues reported on Get It Done take to get fixed. This FAQ article lists commonly reported issues and estimated resolution timeframes. The length of time can vary - timeframes are estimates and typically based on the last 90 days of closed Get It Done reports.

We might not turn into your favorite delivery service overnight (it’s taken us more than 160 years to do away with most of our paper processes), but we are committed to making changes to improve our operations and our neighborhoods. We will continue to work towards providing a more convenient, accessible, and reliable digital user experience for every San Diegan…and we appreciate your support and feedback to help us better serve our communities.

For more, check out the “How Long Do Problems take to be Resolved” FAQ.