City launches central call system

The city launched a new centralized call system last week that officials said could better handle residents’ service requests for pothole repairs and streetlight issues.

City officials described the Long Beach Community Response System as a non-emergency system where residents can register service requests directly on the city’s website. Residents with questions, or who would like to receive status updates on their requests, can call (516) 431-1000.

The program is currently in its pilot phase and will begin with a focus on potholes and streetlights, and officials said that by visiting www.longbeachny.gov and selecting the “Report a Pothole” button through a “For Our Residents” tab, residents can submit service requests directly to the city’s Department of Public Works.

“Once verified, service requests will be numbered and tracked for speed and results,” City Manager Jack Schnirman said. “This program will enable us to more efficiently deploy our resources and provide top-notch service to our city residents.”

Schnirman said that the city is using existing software that had not been utilized. Previously, residents would call in requests for service but they were not tracked, Schnirman said. He said that the new system is able to collect data about which services are needed in different parts of the city, and can track how quickly each department responds to complaints.

“We already had the software to route service requests and track them, but it wasn’t being used,” he said. “Now, we can pinpoint how many potholes we have in the city, deploy our resources more efficiently and improve speed and results. There’s an accountability in place that wasn’t there before. The previous administration had an antiquated system — they still used an old-fashioned switch board.”

Schnirman said that several current city employees were provided training to prepare for call service requests. He explained that the system emulates a 311 non-emergency service in North Hempstead and many other municipalities. He said that the system will also include a smartphone app that residents can use and will eventually be expanded to handle and track requests for different city departments.

“We want to make sure that whenever residents have a concern, they receive a response,” he said.