I told you a couple months ago that DeKalb’s problems are remedial, and I really mean it. They do not have the slightest idea how to deliver a good customer experience to the public.

Their latest trick is the new Freedom of Information Act (FOIA) “system.” The press release is here.

The web-based FOIA software system allows users to register for an account, submit FOIA requests, and track progress of FOIA requests from submittal to completion. The system also allows users to browse all FOIA requests previously submitted to the City, along with the published responses and all responsive records.

It actually sounds like a good option, assuming the system works and that a person is both willing and able to create and maintain an account. The trouble is, in real life the city is not treating it as an option, but rather trying to force requesters to use it. They have eliminated information about alternatives from the website. Also, I have talked to two people so far whom city staff have called up and tried to bully into using the “system,” rather than do business their preferred way, which is email.

Bad form, DeKalb. Also wrong strictly from the FOIA standpoint. Read the rest of this entry