Board of Directors Regular Meeting Agenda


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Meeting Date: 09/28/2016  

SUBJECT MATTER:
Receive, consider and act upon a presentation on The Woodlands Township’s after-hours service calls (as requested by Director McMullan);
FISCAL IMPACT:
N/A
BACKGROUND:
Providing public service is a 24 hour, 7 day per week responsibility for The Woodlands Township.  Recognizing the importance to provide residents the ability to report urgent service matters and  receive assistance after the regular 7 am to 5:30 business hours, the Township staffs an "On Call Supervisor" daily that responds to such calls for service.   

There are four ways for community members to report a concern to The Woodlands Township:
 
  1. Call The Woodlands Township Resident Care Center at 281-210-3800 during regular business hours, Monday through Friday from     8 a.m. to 5 p.m. 
  2. For assistance after hours with urgent service matters other than emergencies, residents can call 281-210-3800 and press nine (9). Any time during the automated announcement, they can press nine (9) again to be connected to the After Hours Supervisor. 
  3. Residents can submit  concerns online through TheWoodlands311 service request system on the Township's web site on the "Report a Concern" page. Registration is not required. 
  4. Or they can download TheWoodlands311 app on a mobile device and track the progress of the report/ request.
Community members can also find many answers to Frequently Asked Questions on the Township website. 

Approximately 650 after hours telephone calls are received each year by the "On-Call Supervisors".
  • The majority of the calls (68%) are received on the weekends.
  • Most of the after hours calls originate from the Township's security alarm company reporting security alarms they received from the security systems at the swimming pools and offices.  96% of those alarm calls are false alarms or employee error. 
  • 45% of the after hours calls are dispatched to on-duty Park Rangers to investigate or respond to the request/ report.
  • 55% of the after hours calls received are from residents with general information questions on how to rent a park or pavilion, the hours of operation for the pools, volunteer opportunities. 


A more detailed presentation will be provided at the Board of Directors meeting.
RECOMMENDATION:
Receive the presentation.

    

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