Changes to Phone System

The Town has streamlined its telephone service to make it faster and easier to access the most requested services and to limit the amount of time you need to spend on the phone.

The new system aims to limit the number of call transfers by removing unnecessary/unused options to get you what or who you are looking for more quickly.

We have also removed the number of options you have to go through before you get what you are looking for.

It will be faster and easier to find what you are looking for when you call the Town. In our automated phone service, we have used data collected from incoming calls to streamline the service to make it easier to access the most popular areas of interest.

Instead of having to choose between nine options, you will be provided with the four most popular options as well as the option of speaking to a customer service representative who can connect with you with a staff member you are looking for directly.

The feedback we have been receiving from residents let us know that citizens were looking for us to change the Town’s telephone experience. 

To keep things more affordable for taxpayers, we have a limited number of customer service representatives who may be busy with other residents at the time of your call. To ensure you can still get what you need even when our two customer service representatives are busy, we want to provide you with options to get you what you need directly.

If you have called through the phone system, or directly to a staff member and reached a voicemail option, leaving a detailed voicemail including the following information helps staff to answer as quickly and accurately as possible. We encourage you to leave the following details when you leave a phone message:

• Full name
• Phone number
• Information requested or reason for call
• Best time to be reached
• If you are looking for an appointment, when you would be available

No. Calling different staff members may mean you reach someone who doesn’t have the expertise you are looking for.

The telephone system is designed to get you to the right person as quickly as possible and aims to avoid confusion, duplication, or unintended inaccuracies in the information you are provided.