Magazine article Parks & Recreation

Hotline Enhances Customer Service

Magazine article Parks & Recreation

Hotline Enhances Customer Service

Article excerpt

American Park and Recreation Society

A parks and facilities hotline was created by the City of Miamisburg (Ohio) Parks and Facilities Division so that citizens could give input, ask questions or report concerns regarding city parks and public buildings. Since the implementation of the hotline, the department has added more parks and green spaces, which can now be better maintained thanks to this vital way for the public to communicate facility concerns.

The hotline was created to assist maintenance operations in providing high-quality facilities that are ready to be used daily. Given that facility conditions can change at anytime, the hotline is a means for customers to contact staff to report concerns, giving staff the opportunity to respond instantly. The hotline also improves maintenance efficiency. Typically, supervisors prepare each day's work based on maintenance and activity schedules. As staff visits sites for routine maintenance, they may see unsafe conditions and may not have the proper tools and supplies to repair items. Valuable staff time is used assessing the situation, traveling to secure tools and supplies, returning back to the site and then performing the needed repairs. Even worse, the unsafe condition may be located at a facility that isn't scheduled for maintenance on a particular day. The hotline provides a means for supervisors to become aware of problems and to more efficiently schedule and equip staff to remedy situations when they're informed. …

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