The delivery of accurate, courteous and easy services to all residents, guests, employees and businesses throughout the City of Somerville that are managed by, or affiliated with Constituent Services. This is achieved through the effective use of a multi-channel approach including: the 311 contact centers; city switchboard; welcome desk; pop-up locations at city-sponsored public events; as well as digital tools and systems such as: the 311 customer relationship and work order management systems, 311 web portal, emails, mobile applications, social media, and a customer first mentality.
Changes from FY20
The FY21 budget proposes a 1.8% Increase to Personal Services based on the full year inclusion of FY20's new position, Customer Experience Manager.
Ordinary Maintenance is proposed with a 0.8% decrease due to a reduction in lines for office furniture, supplies, and training courses. These reductions are offset by a $5,500 increase in Professional & Technical Services. This line is used to pay for the department's night and weekend call service and we anticipate increased volume in FY21 consistent with our experience from spring 2020.