In a significant step towards enhancing its public services, the City of Somerville has implemented a series of improvements aimed at significantly Boost Customer Service within its Inspectional Services Department. These changes, effective this month, are designed to better serve the needs of Somerville residents, businesses, and contractors, reflecting the city’s commitment to efficient and accessible governance.
The initiative includes revamped office hours, a more user-friendly permitting process, and the addition of new personnel. These enhancements directly address the growing demands on Inspectional Services and are projected to streamline operations, improve response times, and ultimately, boost customer service satisfaction across the board. This proactive approach underscores Somerville’s dedication to creating a more responsive and citizen-centric service model.
Extended and Convenient Office Hours for Enhanced Accessibility
Recognizing the diverse schedules of its constituents, Somerville Inspectional Services has introduced new office hours, effective July 1st. These adjusted hours are strategically designed to better accommodate the working hours of contractors and the availability of residents. By extending service availability, particularly with Thursday evening hours, the city aims to boost customer service by making it easier for individuals to access departmental services without disrupting their workdays. This adjustment reflects a commitment to convenience and accessibility, key components of excellent customer service.
Streamlined Permitting Process for Efficiency
Addressing the need for a more efficient and user-friendly system, Somerville has also launched a new permitting process. This streamlined approach is intended to simplify the application submission and approval stages for permits. By making the process easier to navigate, the city anticipates a significant boost customer service experience for applicants. Superintendent of Inspectional Services, Goran Smiljic, with his expertise in permitting process optimization, is spearheading this initiative, promising a smoother and faster experience for both contractors and residents seeking permits.
Dedicated Staff Additions to Elevate Service Quality
Further demonstrating its commitment to boost customer service, Somerville has allocated resources for three new positions within Inspectional Services. These additions, approved as part of Mayor Joseph A. Curtatone’s fiscal 2014 budget, directly respond to a 2010 departmental report that highlighted the necessity for increased staffing to manage the department’s expanding workload. The new hires are crucial to enhancing efficiency, accuracy, and overall service quality, aligning with Mayor Curtatone’s ACE (Accurate, Courteous, Easy) customer service initiative.
Code Enforcement Inspector: Proactive Quality of Life Management
Among the new positions is a dedicated code enforcement inspector. This role is specifically designed to proactively address quality of life issues within Somerville neighborhoods. A primary focus will be on rodent control and public sanitation through the implementation of a systematic program for Board of Health dumpster licensing and inspections citywide. By dedicating resources to code enforcement, Somerville is taking a proactive step to boost customer service in areas directly impacting residents’ daily lives and community well-being. The inspector’s responsibilities include comprehensive inspections, rigorous code enforcement, and meticulous tracking of licensed dumpsters throughout the city. Furthermore, this position will provide vital support to Inspectional Services’ existing housing and food inspection programs, and contribute to special health projects as needed.
New Clerical Staff: Enhancing Administrative Support and Efficiency
To further boost customer service capabilities, two new junior clerks have been added to the Inspectional Services team. These positions are essential for providing additional customer service assistance and optimizing internal processing operations. The new clerks will play a crucial role in managing the increasing volume of city permits, licenses, and inspections, ensuring efficient data and project file management. Their presence will directly translate to quicker response times, reduced wait times, and a more streamlined experience for individuals interacting with the department. By strengthening the administrative backbone of Inspectional Services, Somerville is investing in a more responsive and efficient service delivery model.
Mayor Curtatone emphasized the critical role of Inspectional Services in safeguarding neighborhoods and maintaining quality of life. He stated, “Inspectional services are paramount to protecting our neighborhoods and quality of life. We need to stay nimble in responding to issues as they arise, resolving problems as quickly as possible. These new clerks and inspector give us the tools we need to respond promptly and decisively to issues around the city.” He further highlighted the benefits of streamlining the permitting process for both homeowners and developers, underscoring the city’s commitment to fostering investment and resident satisfaction.
Superintendent Smiljic echoed this sentiment, stating, “As our community continues to grow, Inspectional Services also faces a growing workload. These reforms will improve customer service for everyone who comes to our office. We will work harder and smarter in responding to the community, protecting our quality of life in every neighborhood, in every square, and addressing issues around trash, overgrowth, rodents and dumpsters as they arise.”
These comprehensive improvements demonstrate Somerville’s proactive approach to governance and its dedication to continually boost customer service for its residents and business community. By focusing on accessibility, efficiency, and dedicated staffing, the city is setting a new standard for municipal service delivery.
