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7 <br /> <br /> <br />3. Administrative Services. <br /> <br />3.01. Overview. The Orono Administrative Services department is responsible for customer service, <br />records, elections, communications, and municipal services support. <br /> <br />3.02. Organization and Staff. <br />The department includes 2 Full-time employees and 2 Seasonal/ Part time employees. The MSSR and <br />PWAUB work together daily providing customer service to our visitors. <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br />3.03. Customer Service & Municipal Support. The departments is responsible for issues permits and <br />licenses. A summary is provided below. <br /> <br />• Updates to Lobby Area. The <br />administrative services department <br />welcomes all incoming visitors into city <br />hall. Late in 2020, the lobby area <br />received upgrades to help protect both <br />visitors and staff from the transfer of <br />COVID 19. The lobby was reorganized <br />and lighting, gates, and protective glass <br />was added. Staff has learned to fully <br />assist visitors with the latest updates and <br />have managed to adapt to the changes. <br /> <br />• Phone Tree. The administrative services department is responsible for handling the majority of phone <br />calls coming into the city on a daily basis. A new phone tree was established to help direct phone calls to <br />the appropriate parties to enhance efficiency for both incoming calls and staff. <br /> <br />• Online Assessment Searches. Online forms and payment are now available for residents and realtors <br />to do assessment searches on properties. The process has improved and has become more efficient <br />through use of email and online form submittals. <br /> <br />• Bow & Arrow Licensing Improvements. The city processes approximately 50 applications this year. <br />City Clerk: Anna Carlson <br /> <br />Management Assistant: Nola Dickhausen <br />Municipal Services Support Representative: Alicia Johnson <br />Public Works Administration/Utility Billing Specialist: Anne Hentges <br />Customer Service <br />Municipal Service Support <br />Records <br />Communications <br />Recycling/Organics <br />• Customer Service to Residents <br />• Support to Departments <br />• Permits & Licensing <br />• Payment Processing <br /> <br />• Records Retention <br />• Records Management <br />• Recycling support to Residents <br />• Website & Social Media Maintenance <br />• Elections <br />Task 2019 2020 2021 <br />Data Requests 50 55 34 <br />Permits & Licenses <br /> Special Events 40 17 17 <br /> Tent 3 1 2 <br /> Gambling 2 1 5 <br /> Hauler 6 6 5 <br /> Kennel 3 6 6 <br /> Rental Renewals/new 45 22 17 <br /> Tobacco 6 6 6 <br /> Liquor 7 7 7 <br /> Merchant 21 1 1 <br /> Trapping/firearms NA NA 3 <br />Lurton Dog Park Passes 537 512 857