Passing The Buck in a "One Stop Shop"?

When the county rolled out County Click 311 they touted it as a means for citizens and taxpayers to contact county agencies and offices without the agony of a phone tree or multiple referrals only to reach a non working number or a hang up in the process.  This was a great idea but the actual operation leaves a lot to be desired because some of the staff want to do as little work as possible and/or have the taxpayer do their jobs for them. Congress and the news media scapegoated General Shinseki for the VA problems that congress created by not anticipating the patient influx behind their continued oil related imperial military actions or having the integrity to properly fund the VA. The county staff that put Click311 together did a yeoman's jobs with minimal tools and lead time but they are being hampered by subordinates who would rather pencil whip a complaint than thank the citizens for doing their legwork by reporting the possible code violations or hazard to the public safety. Personally, I'm fed up with those employees who make short shrifting service requests by concerned citizens a habit. Have you experienced this issue? What do you think the county should do about it?