Resident Call Tracking System
- Maintenance operations
Innovation
The Town of Hamburg has a population of approximately 60,000 people, as well as 320 lane-miles of roadways. The Hamburg Highway Department regularly receives a high volume of calls and implemented a Resident Concern Tracking process to address problems, questions, and concerns in a timely, efficient manner.
Benefit and Implementation
The new procedure also helps the Highway Department allocate resources. Resident calls have become the basis for daily line-up scheduling, highway crew deployments, and most work orders. As a result, there has been a significant decrease in the number of calls received each year, indicating improved customer satisfaction.
