08-26-2013 Council Work Session Packet

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� MEMORANDUM TO: ORONO CITY COUNCIL FROM: JESSICA LOFTUS, CIT'Y ADMINISTRATOR SUBJECT: AL'TOMATED PHONE MESSAGE DATE: AUGUST 26, 2013 The front desk (Barb& Monica) began tracking their calls and counter assistance in February. The attached two spreadsheets give you the data collected for"Front Counter Assistance" and "Front Counter Calls" As you might expect,the data illustrates an increase in the number of calls and walk-in customers in the spring and summer seasons. Staff typically sees a high level of customer contact until late fall and then the winter is quieter as construction slows. The front counter assistance information was collected partially for input into the potential remodel project. Planning/Zoning staff is often called to the front counter to assist residents so staff has pondered whether it would be beneficial to place a Planning/Zoning person upfront or to install a window with access to the front counter. The information collected on counter assistance tells us that while the Ptanning &Zoning department has the second highest contacts at the counter(behind admin and permits) it only represents an average of 13%of counter assistance. The call data was collected to assist in determining whether an automated phone message would be effective. It should be noted that the data is not representative of all calls to city hall because many calls are received via the direct dial numbers listed for each employee. The call data does show about 43% of the calls to the front desk are transferred. I believe a portion of these callers could identify their destination with the "self-help" of an automated phone message but many may need to speak to a receptionist to be directed. At this time, the staff and I support moving forward with an automated phone message on a trial basis because it could potentially divert 1/3 of the calls from front desk with self guiding technology. If the City Council is comfortable with an automated phone message, we have prepared a draft script for your comment. Should this move forward we would track any positive or negative comments received regarding this new message. There is no cost to implement this system so it would be simple to go back to our previous practice if the feedback is negative. Please see the attached Star Tribune article regarding the automated phone message trend among cities.