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311 & TownStat
Supervisor Jon
Kaiman created the 311 Call Center in 2005 as a centralized
unit to answer inquiries from Town of North Hempstead
constituents. The 311 Service Representatives are the first
point of contact for anyone trying to reach various
departments within the town. By acting in this capacity, the
service representatives are often able to answer queries
without transferring the call to the respective departments.
This resulted in reduced call volume for the town departments,
as over 110,000 calls were placed into 311 in 2008 alone!
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This initiative
has succeeded in improving responsiveness while allowing
employees to manage their workloads. The system also provides
an ability to measure how well services are delivered for
better tracking.
Requests for
service are entered into a work-order format and sent to the
appropriate department for review and immediate processing.
Those work-orders are tracked to ensure that requests are
completed and the constituent is satisfied. |
The 311 Call
Center is staffed by professional, friendly operators who are
waiting to answer resident’s calls, take a service request, or
direct you to a Town agency for further assistance.
This innovative, modern and effective branch of the Kaiman
administration will continue to expand and provide
unprecedented access and accountability to local government.
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TownStat
Jon has adopted a new trend in government of employing a
Performance Measurement and Management system to improve
resource and personnel management throughout the Town.
Through the management strategy known locally as TownStat,
Town officials are monitoring the efficiency and effectiveness
of how North Hempstead addresses constituents’ concerns. By
tracking and reporting on our performance, and in turn making
operational adjustments based on reliable data, the town can
make better decisions with respect to personnel, planning and
budgeting, while also setting realistic goals and expectations
for those of us both inside and outside Town Hall.
TownStat has helped North Hempstead establish a new level of
objective accountability to North Hempstead residents. Among
other things, the town has improved the effectiveness of the
town’s 311 Call Center, the primary conduit between the Town
and constituents. In addition, the town has shed light on how
well we serve you and where to make improvements. TownStat,
for example, can be used to give council members a snapshot of
concerns that surface in their individual districts so they
can better prioritize outreach efforts.
Did you know in 2008:
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798 potholes were
filled and 855 road opening permits were issued
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692 tree stumps
were removed, 559 curbside trees were planted and 1,170
curbside trees were trimmed
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4,407 building
permits were issued
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12 abandoned
vehicles were removed
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209 dogs from our
animal shelter were adopted out
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118 lost dogs were
reunited with their owners
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1,139 marriage
certificates were issued
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5,650 birth
certificates were issued
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35,309 pounds of
litter were collected off our sidewalks
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