With several technology improvements and better communication practices, the city's Bureau of Animal Regulation and Care Communication Center could improve its service to the public, according to a new performance audit released by Houston City Controller Annise Parker.

“The bureau's new management has made numerous positive changes since taking over in February 2005,” said Controller Parker. “However, there are certain problems and issues within the communication center that need to be resolved in order to increase effectiveness and efficiency of the center. I commend bureau management for requesting this audit and for taking immediate steps to address and implement many of the problems and recommendations identified in this audit.”

Citing wasted time spent waiting for access to computers in the office, the audit recommends the immediate purchase of wireless laptop computers for the bureau's 24 animal control officers. “The computers will provide more accurate, complete and prompt information to the officers out in the field. The result will be improved public service and fewer repeated calls and complaints,” said Parker.

Because weekend call volume is considerably lower than on weekdays, the audit also recommends a comprehensive study of call volumes and an evaluation of weekend staffing requirements. Reducing or eliminating dispatchers on the weekends is an option. Weekend calls could be forwarded to the Houston Police Department and then dispatched to the animal controller officers.

Staff surveys indicate a majority of the bureau's employees are dissatisfied with pay, management and training. According to the audit, communication between management and staff is poor, management is not responsive to employee complaints, employees do not receive adequate training and management does not practice consistent policies and procedures. The auditors recommend regular meetings between managers and staff, formal employee training and a bigger room for dispatchers.

The audit further recommends new procedures for the use of bureau vehicles so that officers do not waste time trying to locate an operating vehicle, satellite monitoring systems to help prevent vehicle misuse, travel charger kits or car adaptors to allow for recharging radios in the field, and computer software upgrades to improve call tracking and prevent unauthorized or fraudulent activity.

Hidalgo, Banfill, Zlotnik and Kermali, P.C. performed the audit for the controller's office.

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