The Citizens’ Service Bureau at City Hall turns 20 this month. It is a busy place.
Last year, its employees received more than 120,000 telephone calls and 10,000 on-line inquiries — generating more than 96,000 work orders for 40 divisions of government. Telephone calls are digitally recorded, indexed, and archived. A new database will soon allow better tracking and case management.
Not every call is serious, but every response is important. CSB operators are trained to be professional, helpful, patient, and polite. Most of them have learned that having a sense of humor is a good thing, too.
Happy anniversary, guys.