Like many municipalities, when people call the township office here, they connect with an automated machine that helps direct calls.
Most people hate it – even though many have become used to it over the past 10 years.
Councillors heard a report from staff on Nov. 8 that changes have been made to the automated system to make it a little easier for people to reach a specific department.
Staff have also been monitoring calls and a report is coming about the possibility of a real human being answering municipal phone calls. Automated systems are cheaper than hiring a receptionist.
Councillor Mike Downey emphasized how automated answering machines can annoy people. He said it recently took him 3:48 minutes to obtain the hours of operation at the Rothsay landfill site when calling Wellington County. He was not pleased with that wait.
Mayor Bruce Whale told him he would contact solid waste services committee chairman Don McKay and ask him to look into the problem.
Councillor Neil Driscoll asked how many calls the township is receiving.
Clerk Patty Sinnamon said staff have been tracking that, and they have now changed the message system at the Mapleton office so people can reach the various departments more quickly.
“Staff has not had complaints,” she said.
But, Sinnamon added, she is looking into the cost to obtain upgrades to the current system, which is now 25 years old. She added there are no more Bell lines available for the office.
She is obtaining costs from Bell and Wightman Telecom.
Driscoll said he was glad to get some action, since he had asked about the issue the previous year.
Finance director Mike Givens said staff has made changes and if there are complaints “We’d love to hear them.”
But Driscoll said people appreciate “getting a person” when they call the township.
Councillor Jim Curry wondered if the township should look into systems such as Skype, a free internet phone service. He said he uses it and for $2.95 a month, can call anywhere in North America. He said that system “saves a lot of money.”
Givens said he is not sure the township has the internet capacity to take advantage of that system.
Curry said, “Look into it.”
Givens replied the township deals with a satellite system rather than a phone line.
Downey then complained that he cannot reach the township’s 1-800 line with his cell phone, and wondered why the township has such a line.
Sinnamon said because otherwise people in Alma would have to call long distance.
Mayor Bruce Whale noted that would also be the case for Wallenstein.
Staff is expecting to bring a report to council soon.
