It’s Tuesday morning, around 9:00 a.m., and you haven’t even had a chance to finish your coffee when the phone rings. A resident is calling about a road that hasn’t been fixed. They’re frustrated. It’s been an issue for years, and they want to know why nothing has been done. You pull up your spreadsheet and start searching for answers. You find the road, review the condition data, and realize it’s three years old. You don’t have a clear explanation. All you can say is that i