BG
BG‑Triage
PROTOTYPE
Staff Console
Resident Portal
Mobile App
City of Bowling Green, Kentucky · Neighborhood & Community Services
BG
Triage Console
NCS · Public Works
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DM
Dana Mercer
Triage Supervisor
Triage Queue
Thursday, August 20 · only tickets the City actually owns need a decision.
Auto-routed today
31of 47
Staff hours saved
6.2hrs
SLA at risk
2tickets
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⚡
16 tickets never reached this screen today.
Jurisdiction routing sent them to KYTC, Warren County, BGMU and WRECC — residents were notified automatically.
See routing rules
← Queue
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Message resident
Assign crew
Mark resolved
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Reported by
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verified resident account
Priority
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Assigned to
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Activity
Ticket created from mobile app
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Jurisdiction resolved automatically — 1.4 seconds
5 GIS layers queried · owner: {{ cur.owner }}
Resident emailed the routing outcome
No staff member touched this ticket before now.
Automated jurisdiction routing
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Matched layer {{ cur.layer }}
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Tagged {{ cur.jurLabel }} and forwarded with the resident’s photo.
✓
{{ cur.rep }} emailed: “this one belongs to {{ cur.owner }}, here’s their reference.”
✓
City copy closed — nothing left sitting in an inbox.
Inspect the rule that fired
Nearby & related
Within 400 ft of this pin
⧉
2 likely duplicates
Same block, same issue type, last 48 hours
Review →
Live Map
Every open ticket drawn over the jurisdiction layers the router queried.
GIS layers
resolved by GIS
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Hover a boundary or route for its layer name. Click a pin to open the ticket; the chips below the map filter by owner.
Crew Dispatch
Tickets the city owns, bundled into work orders by route and material.
Today · Streets Crew 2
4 of 4 staffed
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Print route sheet
Push to crew phones
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Residents notified
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Bundled tickets
BGT-4467Chestnut St & 4th Ave+3 merged
BGT-4455Chestnut St & 6th Ave
Route optimized: 2.1 miles, saves one truck trip vs. dispatching separately.
Crew
BL
Bobby Lyle
Lead · clocked in 6:52 AM
SR
Selina Ruiz
Operator · clocked in 6:58 AM
Crew closes the job from the field app with an after photo. That photo goes straight to all 4 residents.
Duplicate Review
Three residents, one pothole. Merge once and everybody gets the same update.
Cave Mill Rd & Woodhurst Dr — street light
2 reports, same BGMU pole #BG-88214. 91% match.
Review →
I-65 Exit 22 ramp — pothole
5 reports, already auto-closed to KYTC. Merge for the record.
Review →
Analytics & SLA
Rolling 90 days · the numbers the City Manager asks for in budget season.
30d
90d
Fiscal year
Auto-routed with no staff touch
63%
1,412 of 2,241 requests
Median time to correct owner
1.4s
was 3.6 days by email
City SLA met
94%
target 90% · 41 breaches
Duplicates merged
387
17% of all submissions
Where requests actually go
Every bar is work the city no longer has to sort by hand.
City of Bowling Green1,204
KYTC District 3 (state routes, I-65)462
BGMU341
Warren County Public Works157
WRECC77
Volume by week
City-owned
Routed elsewhere
Jun 15 → Aug 20
SLA by department
Streets
96%
Neighborhood Services
91%
Code Enforcement
83%
Parks & Recreation
98%
Top reported blocks
Repeat offenders worth a capital project, not another patch.
Chestnut St & 4th Ave31
Old Morgantown Rd corridor24
E 11th Ave (vacant lots)19
Cave Mill Rd (lighting)17
Recommended for the paving list
Chestnut St between 3rd and 6th has taken 31 pothole reports and 9 patches in 90 days. Full mill-and-overlay pays back in one season.
Archive & Audit
Nothing is deleted. Every routing decision keeps its GIS receipt for open-records requests.
Search 18,402 archived tickets…
Export CSV
Audit trail · BGT-4451
Why did this leave the city?
08/14 06:41:02.118
Submission received · mobile · GPS 36.9702, -86.4718 ±4m
08/14 06:41:02.612
Point-in-polygon vs City_Corporate_Limits → inside
08/14 06:41:02.809
Buffer 40ft vs KYTC_State_Maintained_Routes → match: US 31-W
08/14 06:41:03.004
Rule R-002 state-row fired · owner set to KYTC District 3
08/14 06:41:03.550
Email to d3.maintenance@ky.gov with photo + coordinates
08/14 06:41:03.612
SMS + email to reporter explaining the hand-off
08/14 06:41:03.640
City copy closed as Routed — State · 0 staff minutes
Every line here is exportable as a PDF receipt if a resident or council member asks who was responsible.
Routing Rules
Plain-language rules on top of the city’s existing GIS layers. Reorder to change precedence.
⋮⋮
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Then do this, automatically
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Edit conditions
Edit resident email
Test with an address
+ New rule
Connected GIS services
bgky.org/publicworks/gis · ArcGIS REST
City_Corporate_Limits42ms
City_Street_Centerlines61ms
KYTC_State_Routes88ms
BGMU_Electric_Service54ms
WRECC_Territory310ms
Test an address
1042 Scottsville Rd
→ Rule R-002 state-row would fire. Owner: KYTC District 3. Resident email preview available.
Escape hatch
Any resident can reply “this is still broken” and the ticket reopens on a human’s desk with the full routing history attached. Automation never gets the last word.
BG‑Triage
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1042 Scottsville Rd
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BGTV4
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