District 7 Tampa City Council member Luis Viera (far right in photo above) says that, as the only still-growing community in New Tampa, he would prefer to hold his Town Hall meetings in K-Bar Ranch at least twice a year. But, even though his last Town Hall in K-Bar was a year and a week before, Viera did return again to the Amenity Center in K-Bar on Mar. 20 to provide updates to the residents of the community. 

And, while about 50 K-Bar residents showed up at the meeting to voice their concerns and, in some cases, complaints about speeding, traffic and other issues in their community, Viera not only took the time to address those and other concerns — plus some of his own — he also brought director Marilyn Heldt and manager Miray Holmes from the city’s new Customer Experience Department to show the residents the best (and fastest) way to get their concerns to the right people. 

One thing Viera brought up during his opening remarks was about his idea to place a “mobile” emergency vehicle in K-Bar. 

“Among the major issues that I see out here are public safety and especially, fire safety,” Viera said. “There’s not a lot of calls in K-Bar — only maybe 100-150 a year, thank God, but when there are calls, we want to make sure that we can get to them on time. The challenge isn’t the number of calls out here, it’s the time it takes for us to get here. So, one of the things I’ve been trying to get out here is some sort of a dedicated ‘modular’ station actually in K-Bar Ranch, but Tampa Fire Rescue (TFR) chief Barbara Tripp is not on board with that right now.” 

He added, “But, one thing that is going to happen is that there will be a dedicated rescue vehicle for K-Bar Ranch at Station No. 22 on Cross Creek Blvd. near Morris Bridge Rd., so that’s going to help. The challenge with it is that this dedicated unit will still have to go all the way to Kinnan- Mansfield to get into K-Bar Ranch and that is going to take time. And, one call that takes 12 minutes and someone loses their life or suffers a catastrophic injury is too many.” 

He also noted that the other thing he’s working on with not only the city, but also Hillsborough County and TFR, is a possible cut-through on Morris Bridge Rd. that would take that fire truck or EMS vehicle from Station No. 22 up Morris Bridge and into K-Bar on K-Bar Ranch Pkwy. 

“That would first have to be approved as a re-zoning by Tampa City Council, which could take anywhere from a year to a year-and-a-half,” he said.”As a long-time private sector guy before being elected to City Council, that’s one of the things that’s hard to deal with — how long things take when the government gets involved. It’s just something you have to deal with, though.” 

He also provided an update on the long-planned K-Bar Ranch park. “It’s one of the things we did get into the proposed (fiscal year 2024) budget,” Viera said. “We’ve already gotten the New Tampa Rec Center expanded and added the All-Abilities autism park (both in Tampa Palms), so the third thing I want to get working on is the K-Bar Ranch park. It’s something that’s in the CIT (Community Investment Tax), which means it’s in the plans for the budget, which at least gets the ball rolling.” 

Viera also said, “K-Bar Ranch is kind of the center of development in zip code 33647. The good news is that there isn’t much more new development coming to New Tampa. The bad news is…we’re full.” 

Improving Customer Experience 

Before turning the meeting over to questions from the residents, Viera introduced Holmes (left in photo below) and Heldt (right) to provide the residents with an update on the new Customer Experience department, what it does and how it can help the residents get their concerns in front of the right people in city government, and follow the progress of those concerns as they go through the governmental process. 

Heldt, who said she had been working for the city for about seven years in the technology department before being named the director of Customer Experience “about a year ago,” said, “I’m more of the interpreter between the technology team and our other departments. That is my background, but improving customer experience is my passion.” 

She also explained that when the city came up with this initiative, one of the big parts was strengthening resident services. 

“To improve the customer experience, the first thing we needed to do was to replace the software, which was 20+ years old,” Heldt said. “It didn’t even have a mobile component…it was awful.” 

Heldt also said that although her department and the software being used are still new, “We started out trying to think of what the citizens of Tampa wanted and how we can provide that for them. We want to be the city with the best possible customer experience. Some retail companies are good at customer experience, but government…not so much.” 

She added that her department is coming out with a “robust training program this fall for all of our employees. Next, we want to figure out where the ‘pain points’ are for citizens — what’s taking too long. So, when you put in a service request to have someone come out to fix a pothole, we’ll offer an initial survey to ask you how your experience was putting in the request. Then, when the request closes out, we’ll survey you again to see how the process was for you getting that issue resolved.” 

Heldt also noted that in order for her department to get the data they need to see how the city is responding to its customers, “Citizens have to use the system. Then, when we have enough data, we can start making those improvements.” 

Holmes then handed out cards with a QR code so those in attendance at the meeting could access the new system to get registered and see how it works. Holmes said that the new system went live in November, “and since that time, we have had more than 12,000 new ‘Tampa Connect’ system requests, of which almost 1,000 are from 33647, where the number one request for service had to do with water. That makes sense, because when you move into your home, you have to connect to our water.” 

Holmes then asked if any of the residents in attendance had used the new Tampa Connect system and one resident named Nick (in yellow in photo below) said he called to complain multiple times about speeding on Bassett Creek Dr. near Pride Elementary, but had not yet received a response. “The principal of Pride also called about it, but it doesn’t seem like anything has been done.” 

To that, Holmes responded that her department can talk to the city’s mobility department to ask them why there hadn’t been a response. “But someone should have gotten back to you.” 

Holmes also said that, for example, when you have a pothole on your street, “take a picture of it and upload it to the Tampa Connect system. The system will locate it and then ask you a few questions and once you upload your contact information, someone will respond about that pothole. Once you’ve uploaded your information, you’re given a case number and then, you’re able to track that request through until it is resolved.” 

Other Issues 

Viera then noted that although he’s OK with sending taxpayer dollars to help people in need, he was the only “No” vote when City Council voted to give $25 million in taxpayer funds to the Straz Center for the Performing Arts and $10 million to the Tampa Museum of Art, “not because I don’t value the arts but because our roads are falling apart and that money would be better spent improving our neighborhoods.” 

Nick, who said his father was a Tampa Police (TPD) Officer for more than 20 years, also asked about why the 911 call system still doesn’t automatically connect to someone who can dispatch help, apparently because of all the new homes in both New Tampa and Wesley Chapel and the cross-jurisdictions of Tampa, Hillsborough and Pasco. He also noted that although Meadow Pointe residents successfully fought connecting Kinnan St. to Mansfield Blvd., now that Meadow Pointe Blvd. is connecting to K-Bar Ranch Pkwy., “We have a lot of people coming from Pasco and there’s a lot more speeding on our roads.” 

Viera said he is trying to arrange a meeting with Dist. 2 Pasco County Commissioner Seth Weightman to discuss those jurisdictional line issues, not only in K-Bar but also along County Line Rd. 

One resident who didn’t give their name also complained that although Tampa Police officers are out with their radar guns during the day to give K-Bar residents speeding tickets, “they’re not out here at night when there are people drag racing on our streets.” 

Another resident who didn’t give her name asked that when Viera meets with Comm. Weightman if they could again discuss opening Kinnan-Mansfield and the possibility of putting a roundabout at the location. “We also need a roundabout at Bassett Creek Dr. at Kinnan to slow folks down, because stop signs don’t slow folks down.” That resident thanked Viera, “You’re a good listener. Thanks to you, we have gotten stop signs, we’ve gotten lines on our roads and speed limits reduced the last two years.” 

Another idea Viera had to help cut down on speeding, thanks to a new law passed in Tallahassee, is to install speed cameras in school zones. He said, “I’m against speed cameras in general, but not in school zones, during school hours. I proposed passing that ordinance to City Council.” 

After taking questions for almost an hour, Viera said he was going to try to get set up a call with himself, five of the people at the Town Hall meeting and Vik Bhide from the city’s Mobility Dept., to discuss all of the road issues in K-Bar. He also plans to come back to K-Bar in June to meet with Tampa Palms resident and Hillsborough School Board member Jessica Vaughn to discuss the traffic situation around Pride.