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Resident criticizes Smithfield's phone system and water-notification practices; manager says phone system operational and staff will review auto-attendant
Summary
A resident raised prolonged concerns about low water pressure during daytime work and a phone system that routes nonemergency callers through many menu options; Town Manager Scott said the new phone system is operational and staff will review the auto-attendant setup and notification procedures.
A resident identified in the meeting record as Mr. Ott used the citizens' comment period to press the Town Council on two operational complaints: intermittent low water pressure and difficulties reaching town staff via the municipal phone system.
"I had about as much water pressure as you could pull out of a Pepsi Cola bottle to take a shower with," the resident said, urging the town to notify citizens in advance of any planned pressure reductions. He said he had been told by a town employee (Tammy Graham, as referenced in the discussion) that some pressure issues stemmed from state-required work and that residents should be informed in advance.
The resident also criticized the town's phone auto-attendant menu, saying callers are routed through many options that often direct nonemergency calls to the police department first. "Option 1 is the police department. And the police number option number 1, if it's nonemergency with the police, bridal 1. Well, the last person in town of Smithville I want to call is the police department," he said, adding that some callers never reach the intended department after cycling through options.
Town Manager Scott responded that the phone system is operational and that the auto-attendant now includes park and recreation lines; he said staff would review whether the menu is too cumbersome and would check voice-mail setup and extension routing. On water-notification, Scott and other staff acknowledged the town receives and relays service-impact information and said staff would review notification practices to improve advance notice to residents.
Council members and the manager acknowledged the complaints and said staff would investigate improvements to the auto-attendant menu and water-notification procedures. No formal action or budget request was made during the meeting.
Ending: Manager Scott said staff would review voice-mail settings and the auto-attendant flow and investigate ways to provide clearer advance notice of scheduled water service interruptions.
