Thursday, May 08, 2014

Permit Department Goes IVR

San Angelo's City Council heard complaints about the new automated voice answering system used by the Permit Department.  In today's Orwellian world such systems are put in place to improve customer service, when the public hates those very systems.  They save an organization money, which is why they're universal and universally detested.  Once customers are trained, the city expects them to be happier.  Time will tell.  However, Mayor Morrison found out pressing #5 will get a caller a real person.  Feel free to use this bit of public information.

Update 11-23-14:  The automated system will be greatly modified with the addition of an Office Assistant to answer the phone. This is a new position intended to make the system more user friendly.. 

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