“ONE CALL FOR IT ALL” CALL CENTER SERVICE BEGINS MARCH FIRST
Customer Service for the citizens of Hamilton Township will take a great leap forward into the high tech age March 1st with the launching of the new HamSTAT Call Center.
Responding to Mayor John Bencivengo’s promise for improved customer service, the Township has teamed with leading edge technology companies, to build a state-of-the-art municipal call center system that will offer “one call for it all” services for Hamilton’s citizens. Starting in March, residents will only need to use one number – 609-586- 0311 -- to get information or request a government non-emergency service and they will be speaking to a specially trained call center representative to do that.
The call center will be take calls weekdays and citizens can also visit the Hamilton website (www.hamiltonnj.com) for information about various events and services -- 24/7 from anywhere they have Internet access.
“HamSTAT is one of the top initiative’s of my administration. We are addressing my promise to be more responsive, transparent and accountable to our citizens,” said Mayor Bencivengo. “A citizen needing any of our services can now call just one number to register an issue without anymore runarounds, and know that issue will be addressed quickly and efficiently .”
All citizen inquiries that require action by a Township staff will be routed through the call center to the proper office for resolution. With HamSTAT, no calls will be lost, and all the data relating to a request for service is stored on computerized files. HamSTAT provides a continuous reporting tool that will also generate various reports to enhance management issues relating to services delivery, resource allocation, budgeting, and more.
“With this computer based response system we will now know which opportunities and service requests we handle well, and which service areas we need to improve upon,” continued the Mayor. “That’s very valuable information because we will now be gathering and evaluating the data we need to deliver services better!”
Terri Jany, the HamSTAT Call Center manager, who has previously run a similar Call Center reports that, “We did a lot of homework and learned from some of the best municipalities in the country using call centers and then the town built a ‘tailored made’ system to meet the needs of Hamilton. Every municipality receives service requests. What separates our community from all others in Mercer County is the Mayor’s decision to implement a call center and to track the calls, collect the data, and use the reporting to make the quality of life better for our citizens,” she said.
“Contrary to what many people think, it doesn’t have to cost a great deal of money to greatly improve customer service,” the Mayor added. “With the right business solution technology like this new call center service, good government can accomplish a great deal for a reasonable amount of expense. I am confident that HamSTAT will generate a return on our investment in a short time, whether that return is tangible in terms of dollars or intangible in terms of a much better served and happier Hamilton Township resident.”