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Mayor’s Action Bureau Expanded & Renamed ‘Resident Response Center’

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JERSEY CITY, July 24 – Mayor Steven M. Fulop today announced the expansion and enhancement of the former Mayor’s Action Bureau, which is also being renamed as the ‘Resident Response Center.’

 

The Resident Response Center, will be open from 8 a.m. to 8 p.m. Monday through Friday beginning in early August, is the City’s central constituent services office where residents can have all type of issues resolved – from potholes to parking problems. The proposed changes will help streamline the process for constituent services, guarantee response times, centralize the process, and provide a mechanism for the city to track how we are using our resources

“Improving customer service for our residents was one of the first issues we set out to address, because we know that residents want quicker and more effective results,” said Mayor Fulop.  “We are professionalizing the office, adding and properly training staff, and implementing accountability measures. The ‘Resident Response Center’ will live up to its name and set the tone of responsiveness for city departments and agencies. 

Mayor Fulop said employees will receive training to handle more calls while solving issues faster and more efficiently. Staff will also be assigned to each ward to ensure that complaints are being handled properly and tracked to completion. 

Each department director has also been instructed to have their staff prioritize Resident Response Center matters when they are received.  Additionally, management in the office will review each department’s performance and provide weekly metrics reports to the Mayor’s Office. 

Mayor Fulop has also assigned staff to complete the creation of a Jersey City 311 Call Center that would work in conjunction with the Resident Response Center.  The city is also in the process of implementing a mobile app, SeeClickFix, that would allow residents to report complaints using their mobile phones directly to the Resident Response Center wherever and whenever they want. Once reported, SeeClickFix allows residents to see the progress of their complaint online as the issues is tracked to resolution, increasing transparency and accountability.

“Improving constituent services also involves enhancing the city’s technology and communications capabilities so that residents can report issues using a variety of channels, not just the traditional phone call to City Hall,” said Mayor Fulop. “We have listened to what the residents want and increased responsiveness was one of the top requests and we are delivering that.”

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