I've brought this same concern to my councilor. (Which 311 told me is the only escalation point.) If you don't word/ categorize a 311 request perfectly, it gets closed instead of being directed to the right department. For 3 winters I had been putting in requests about a catwalk that would always ice up to dangerous levels. The last couple I have even asked who this should be directed to. Found out through my coucilor's assistant that I need to specifically request roads to apply sand and salt to the engineered walkway. Apparently taking a picture and asking for the ice to be cleared from a catwalk wasn't good enough. "We don't clear ice from those, so close the request instead of telling the citizen we just sand/salt." (Or how about you just apply the sand/salt.)
tl;dr- see Fuzz's signature.
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