009-1998 DMCITY OF MIAMI BEACH
MEMORANDUM
March 10, 1998
Department Memorandum No. 9-1998
TO:
Mayra Diaz Buttacavoli, Assistant City Manager
Janet Gavarrete, Assistant City Manager
Harry Mavrogenes, Assistant City Manager
Richard Bender, Executive Assistant to the City Manager/Labor
Ronnie Singer, Executive Assistant to the City Manager
Department/Division Directors ~. ·
FROM: Sergio Rodriguez, City ManaS/~
SUBJECT: CIVICALL
An integral part of the Mayor'.'; Neighborhoods First Initiative is the Miami Beach Information
Service or "Civicall." Civicall is a computer software tool used to assist in the recording,
routing, dispatching, and reporting of citizens complaints for service. Over the past five
(5) months, city staff has demonstrated that Civicall can be a viable tool to track citizens'
requests for service.
I am very happy to announce that, after successfully using Civicall internally, the city is prepared
to activate a centralized number and advertise it to the public. Effective Monday, March 16, 1998,
the 305-604-CITY number will be activated given the following conditions: a telephone voice
recording will route calls directly to the responsible departments, and the caller will have the option
to transfer to the City Department of his or her choice or to stay on the line and speak with a Civicall
operator. This procedure was initiated in order to distribute the complaint call volume throughout
the City.
Calls received directly by departments should not be transferred to the 305-604-CITY number.
The calls should be entered into Civicall by the Departmental Civicall person.
The idea of Civicall is to serve the public in the most courteous and efficient manner possible,
regardless of where the call was received. Please communicate with your staff the importance of
handling citizens' request in a timely manner. Action resolution should be entered into Civicall and
the complaints closed properly. Performance statistics will be forwarded to the Assistant City
Managers, Department Directors, and myself on a monthly basis. I thank you for your cooperation.
If you have any questions, please contact Robert Parcher at 305-673-7411.
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