NEWS
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New Phone System Cuts Wait Time to Sunnyvale Public Safety
Sunnyvale, CA (10/22/01) – The City of Sunnyvale
Public Safety Department has implemented a new phone system that enables
non-emergency callers to self-direct their call to the appropriate
division. Effective October 21, callers
can expedite the routing of their call rather than waiting on hold for a staff
person to transfer the call.
“The City of Sunnyvale is committed to efficient and
responsive service,” said Laura Phillips, the Technical Services Manager in the
Public Safety Department. “We spent a
great deal of time investigating the best possible solution to cut the wait
time and improve our service delivery.”
The Public Safety non-emergency phone number, (408)
730-7100, has historically received a large number of phone calls, many of
which are intended for a specific Public Safety or City division. The result has been long waits on hold until
a staff person can screen and transfer the call.
With support from the City’s Information Technology
Department, the Public Safety Department devised a solution that is currently
being tested. The new phone
configuration allows callers to self-direct their call based on their need
rather than waiting for a staff person.
The system can be bypassed to reach a staff person for translation
purposes or assistance in routing the call if desired.
Statistical information will be compiled to determine how well the system is working. The information will track call waiting and answer times, where people have chosen to route their calls, and how many people have hung up. The department will monitor this information to make sure calls are being answered in an appropriate timeframe and routed most effectively. The public can offer feedback on the new system by emailing the City at lphillips@ci.sunnyvale.ca.us.
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