elect Jon Kaiman North Hempstead Supervisor

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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!

 

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:

  • 798 potholes were filled and 855 road opening permits were issued

  • 692 tree stumps were removed, 559 curbside trees were planted and 1,170 curbside trees were trimmed

  • 4,407 building permits were issued

  • 12 abandoned vehicles were removed

  • 209 dogs from our animal shelter were adopted out

  • 118 lost dogs were reunited with their owners

  • 1,139 marriage certificates were issued

  • 5,650 birth certificates were issued

  • 35,309 pounds of litter were collected off our sidewalks

 

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