HomeMy WebLinkAboutIR 7200 INFORMAL REPORT TO CITY COUNCIL MEMBERS No.720
+'p,CAfe June 30, 1987
poi f08T,A To the Mayor and Members of the City Council
�rex"y� Subject: CITY TELEPHONE SWITCHBOARD
The City telephone switchboard has been a critical link between the public
and the offices of City Government around-the-clock for more than forty
years. A staff of 15 operators and supervisory personnel using six
switchboard positions received all incoming calls until 1978 when a new
Centrex system was installed. Centrex provided direct in-dial to City
telephones and reduced the staff requirement from 15 to 7 employees. The
24-hour operating schedule has been continued because a significant number of
calls are still received at the switchboard.
In addition to attending the switchboard, the operators have assisted night
crews of the Street, Light and Signal and Animal Control divisions in the
expeditious response to emergency situations.
A recent evaluation of the services performed by the switchboard operators at
times other than the 8-5 work day showed that this activity is no longer
critical to effective citizen/government communications. Action is now being
taken to discontinue night and weekend switchboard service on July 1 , 1987.
The four operators effected by this move are being considered for transfer to
the new 9-1-1 PSAP at the Police Department or other suitable positions.
Telephone calls to the unattended switchboard will be answered by an
electronic call processor, a part of the new electronic voice mail system.
The call processor will instruct the callers how to call directly to the
appropriate services, which are being provided with cellular telephones and
electronic mail boxes that will allow emergency messages to be reported
directly to the responding personnel .
This change is not expected to reduce the effective level of telephone
service to the public from City offices. Other cities surveyed that have
eliminated their after-hours switchboard have not experienced problems or
citizen complaints.
Should you have any questions or require additional information, please let
us know.
ouglas Harm
City Manage
DH/sf:nnn
ISSUED BY THE CITY MANAGER FORT WORTH, TEXAS