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Committee approves $175,000 for new furniture and sound masking at Aurora 311 center
Summary
The committee approved a $175,000 contract to furnish Aurora's 311 customer service center and install sound-masking technology after a rapid rise in call volume; staff said phased installation should limit disruptions and the contract includes a roughly 5% contingency.
Tony Martinez, the city's chief communication marketing officer, told the committee on March 23 that the city is seeking approval to buy new workstations and sound-masking technology for the 311 customer service center to reduce noise and improve call taker performance. Martinez said the 311 operation grew to nine full-time call takers plus two supervisors and that call volume rose by about 40,000 calls over the past year following the 311 launch.
Martinez said the current layout has low cubicle walls and very…
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