But.....
"Thank you, we'll note it and forward it to the appropriate department."
"Who is the appropriate department?"
"The streets department."
"Aren't I speaking with the streets department?"
"Yes."
"Well, then, isn't it already in the right department?"
"No."
"You guys maintain the streets right?"
"Yes. But somebody has to program the controller."
"Who does that?"
"I don't know."
"Then who fixes the lights when they are messed up?"
"We call a contractor."
"Okay the light is messed up, can you call a contractor?"
"We have to send a field crew and they have to fill out a work authorization form."
"Then can you send a crew?" (I think I'm getting somewhere)
"I will forward your request to the appropriate department."
"You guys can't send a crew out to check out the light?"
"No."
"Who can?"
"Field service."
"So, can you give me the phone number to field service? I'd be happy to ask them directly."
"No, they don't take public calls."
"So you will call field service and ask them to send a crew out right?"
"Yes."
"You are sure they will send a crew out?"
"They will evaluate the request based on the severity of the problem and the workload of the department."
"This is.... the third time in six months I've asked for this to be fixed. It's still a problem. How can I get something done if it isn't fixed this time?"
"I can put in a request to escalate the ticket."
"Can you do that then?"
"I'll forward the escalation request to the appropriate department."
"Who is the appropriate departmetn for service request escalations?"
"I don't know, we've never done it."