Fiscal Note
No appropriation of funds is required for this report to be issued.
Title
SUBSTITUTE - Issuing a report outlining the alternatives and details involved in the creation of a centralized constituent services system like a Dial 311 or other hotline for municipal services and information.
Body
WHEREAS, the City of Madison receives a large volume of phone calls requesting service and information from residents and visitors; and
WHEREAS, it is often hard for residents and visitors to know which number to call for the most direct service or information; and
WHEREAS, calls to the City are fielded by individual agencies and programs in a decentralized manner; and
WHEREAS, several cities and counties have implemented Dial 311 or other centrally administered hotlines and found them useful tools in improving customer service; and
WHEREAS, the City would benefit from a discussion of and recommendations regarding the numerous details involved in developing and operating such a system;
NOW, THEREFORE, BE IT RESOLVED, that the Fiscal Efficiency Auditor City staff, in consultation with City staff, the Mayor and alders, shall issue a report outlining the alternatives and details involved in the creation of a centralized constituent services system like a Dial 311 or other hotline for municipal services and information; and
BE IT FINALLY RESOLVED, that the report and its findings and recommendations be presented to the Mayor and Common Council and referred to the Board of Estimates and the Common Council Organizational Committee by September 1, 2008.