An Analysis of Pest Control Services Response and Complaint Tracking Protocols

The Pest Control Services of the city of New York, in response to the Mayor’s initiative on rodent control asked the Capstone team to look at staff allocation at their regional offices, review existing policies and procedures to ensure timely response to complaints, and to explore the current capabilities and future uses of its information systems. The Capstone team conducted site visits at all of the regional offices, interviewed key personnel at those sites, and surveyed similar departments in five other major US cities. The Capstone team’s analyses of the current operations indicate there is significant variation in the office procedures and staff utilization. The cross – linked information system, which has been under development within the City system, needs to be fully implemented to include Pest Control Services. The Capstone team has developed specific recommendations to streamline the complaint process.