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Haverhill staff describe 3‑1‑1 call handling and limits of current system; app not restored
Summary
City staff explained how Haverhill’s 3‑1‑1 call center routes requests, the share of calls that become service requests, and that a previous smartphone app is not currently available; staff said analytics and customer notifications are possible but would add cost.
City staff outlined how Haverhill’s 3‑1‑1 system handles public inquiries, the proportion of calls resulting in service requests, and current gaps in user notifications and analytics.
A city staff member overseeing 3‑1‑1 told councilors the center received 10,615 calls in the prior year and that roughly 4,323 of those calls resulted in a formal service request—about 39% of volume—while the remainder were information transfers or short help. The staff member summarized how the center works: “3‑1‑1 knows where to send that call,” and non‑service calls (for example, asking how…
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