Resident Experience Office / RX Core

The problem

When a resident's problem crosses department lines, it dies in the gaps. No one office owns your experience end to end, so complex cases — a flooded lot, a tangled permit, a senior's benefits question — sit unresolved while offices point at each other.

The plan

The Resident Experience Office (RX) owns the resident's experience from first contact to resolution. It staffs the case-tracking behind CitySync, walks complex cases across departments, and has the authority to unstick them.

RX publishes service evidence — wait times, resolution rates, satisfaction — so the public can judge whether the experience is actually improving.

How you’ll know it’s working

• Complex cross-department cases have named RX owners
• Published resolution times and satisfaction scores
• Cases tracked end-to-end with visible stage labels

From the Blueprint

• Routes every concern into four lanes: Service, Delivery, Policy, or Safety, each with defined ownership and response times.
• Operates under a 72-hour acknowledgment SLA with automatic escalation at defined intervals.
• Maintains a unified case tracker plus an escalation matrix with named owners for unresolved cases.
• Staffed seven days a week during city operating hours with a publicly accessible case tracking system.
• Publishes monthly performance reports covering intake volume, resolution rates, response times, and escalation patterns.
• Ownership split: Mayor’s Office (policy), 311/Customer Service (operations), T&I (CRM), Civic Insights (measurement).

No Tampa resident who reaches out to their city government should ever be told it’s someone else’s department.