STEP ONE - DEVELOP A “311” RESIDENT INQUIRY RESPONSE SYSTEM
1. Develop what is known as a “311” inquiry response system. Responses to inquiries should be
handled by the Town Clerk’s Office, which is the hub of town government. The system is operated by
staff in a call center (in East Hampton that staff would probably consist of two information technicians).
Often inquiries are “bounced around” from one person to another. Some fall through the cracks and are lost
or go unanswered. In a 311 system, the information technician, who receives calls from the public, logs in the
inquiries onto a computerized system. The technician has the option of answering the inquiry if possible, transferring
the call to the CORRECT department for a response, or recording the information requested in the system and directing
it to the appropriate town personnel who would be required to respond within a specified period of time. If a response
has not been provided within that period of time, then a flag is generated and the technician follows up with the appropriate
town personnel to ensure a response is provided. There is software from a variety of companies that can be used to establish
a 311 system crafted specifically for East Hampton.
Such a system is long overdue and would help to bring East Hampton
government into the 21st century in terms of public service and responsiveness.
For more information, click
here or here.
STEP TWO -
MAXIMIZE PUBLIC INFORMATION DURING THE BUDGET FORMULATION PROCESS
2. Currently, after the Town Supervisor submits his/her tentative budget to the Town Board on September 30th,
the only access the public has to the contents of that first draft of the budget is by requesting a hard copy from the
Town Clerk’s Office or by reviewing the document in Town Hall.
As Town Clerk I will post the entire tentative budget on the town’s website so it can be reviewed on-line
by any member of the public at any time. This will make it easier for any resident to know what is in the
tentative budget to be reviewed by the Town Board. Once the Town Board reviews the tentative budget and modifies
it, it becomes the preliminary budget. It is the preliminary budget that is the subject of the public hearing.
I will post the preliminary budget on the town website to allow the general public to review the document prior
to the public hearing. Making the preliminary budget available on-line 24/7 should make for a more informed
public and a more productive budget hearing prior to adoption.
Once the budget is adopted by the Town Board, it will be posted on the website so the public has total access
to all appropriation lines, tax rates, and revenue estimates.
This proposal is a giant step forward in providing our residents with more timely information
and better access to the information that will allow them to more effectively participate in the governmental process.
To see what a town budget on-line looks like, click
here.
For those individuals without Internet access I will make the various versions of the budget available on compact disk.
The disks weigh several ounces and can be popped into any computer making the entire budget available for review.
STEP THREE -
FINALIZE AND PROVIDE PUBLIC WITH TOWN BOARD MEETING AGENDAS 48 HOURS IN ADVANCE
3. It is a recognized good government practice to make Town Board meeting
agendas available to the public 48 hours prior to the meeting. The need for
advance agendas is well recognized by organizations like the Association of
Towns of the State of New York.
The advance agendas serve to better prepare the public, and
the media, of what actions are scheduled for the upcoming
meeting. This is yet another step forward in better informing
the public on activities of government – which is one
of the most important functions of the Town Clerk.
The agendas, and associated resolutions, should be
reviewed and discussed at the Town Board work session
immediately preceding the formal meeting in accordance with
Town Law Section 30 and State Comptroller’s Opinion 79-373.
“Add on” resolutions the day of the formal meeting would not be
permitted. The goal is to make the resolution process as open and
fair as possible, and ensure the Town Board is prepared and the public
informed on all matters being considered. “Add on” resolutions are rarely
discussed by the entire Town Board in advance and are sometimes used to
slip in an item with minimal public input or Town Board discourse.
Every effort should be made to post agendas to the Town’s website prior
to meetings so residents can determine if there are any matters of interest to
them on the Town Board’s calendar and whether there is a need to contact
any public officials prior to the meeting.
STEP FOUR -
SATELLITE OFFICE AT THE TOWN LANDFILL
4. The Town Clerk now sells self-hauler waste permits at the Town Landfill. If a resident wants to purchase a
waste permit they can do so at the Landfill, however the person must then travel to Town Hall to buy/obtain a parking permit,
shell fishing permit, beach riding permit, etc. By operating a small Town Clerk’s satellite office at the Landfill, anyone who wishes to
buy a dump permit can also obtain any of the other permits at the same time. In addition to making it more convenient for our residents,
especially those living in Springs, in a small way the service should help to reduce the need for some residents to make an extra trip (or trips)
to the East Hampton-Amagansett highway corridor.
Providing service to our residents should be a priority for the Town Clerk.
STEP FIVE - IMPLEMENT A FORMALIZED DECISION CALENDAR
5. One of the most important responsibilities given to the Town Board is to make decisions that impact everyone in our community. Normally,
hearings are held, or matters are discussed in public that lead to the Town Board making decisions. After a matter or action is contemplated or
reviewed by the Board, it eventually becomes ripe for decision. It is the Town Clerk’s responsibility to ensure matters are followed up on by the
Town Board.
In the past, matters that were considered by the Town Board, or presented and discussed by the Town Board, have
“fallen through the cracks.” A fuel oil contract on 2000. A waste hauling contract last year. There have been occasions
where items have been forgotten, or not followed up on.
The Town Clerk must keep a detailed decision calendar. When a matter is heard by the Town Board, or reviewed by the Town
Board for the purpose of making a decision, the Town Clerk must record the matter, and then at subsequent work sessions remind
the Board of the open items. If action is required, then the Town Board should place the matter on the decision calendar for the next
formal meeting. Keeping a file on a hearing is not enough. Town Board members should be presented with a list of open items ripe for decisions.
A good Town Clerk Decision Calendar System will ensure all matters will be addressed
appropriately and timely and that no items will “fall through the cracks.”
As Town Clerk I will implement a decision calendar system that tracks hearings and other matters before the
Town Board and reports to the Board when a matter is ripe for action. This should be done at the work session
preceding the next formal Town Board meeting.
STEP SIX - ASSIST FIRE DEPARTMENTS IN FILING FALSE ALARMS
6. Our volunteer fire departments provide a great service to the community. When they respond to false alarms they are often eligible for a fee
from penalties collected from the homeowner. The Town Clerk’s Office collects that fee. The Town Clerk should make it as easy as possible
for the volunteer fire departments to file the paperwork to claim false alarm fees. Fire service officials have informed me that the Town Clerk’s
office now requires the fire department to identify the property owner, which requires research and takes time. If this is the case, the policy will be
changed.
As Town Clerk I will ensure that the fire departments only need to file the date, time and address of the false alarm and the Clerk’s
Office will identify the tax map number, property owner, etc. We should not place any more burdens on the fire departments than necessary.
STEP SEVEN - KEEP OPEN THE TOWN CLERK'S OFFICE UNTIL 7 PM TWICE A MONTH IN THE OFF-SEASON
7. Keeping the Town Clerk’s Office open until 7 pm twice a month in the off-season will allow the working public to obtain shellfish, hunting and
other permits, as well as items like marriage licenses, at their convenience and in accordance with their work schedules. The six extra hours per
month will provide many more times the convenience for our residents.
This is one more innovation that serves the public and makes local government work for those who pay for it. As public
officials, we must always strive to provide service whenever possible. A modified flex work schedule will allow the Town Clerk
to accomplish the additional off-season hours at minimal cost.
STEP EIGHT - ACCEPT CREDIT CARDS FOR PAYMENT OF FEES
8. The Town Clerk’s Office, in order to better serve the public, should accept credit cards for the payment of fees.
I have researched the issue and the acceptance of credit cards is very doable and should be implemented to facilitate
the purchase of dump permits, shellfish permits, non-resident beach permits, etc.
The Town Clerk should take every step to serve the residents, which includes the facilitation of permit
purchases.
STEP NINE - CREATE A MODERNIZED ARCHIVE SYSTEM FOR IMPORTANT
TOWN DOCUMENTS
9. The Town’s archive system for important Town records in the Clerk’s Office is in a state of shambles.
If anyone doubts this, just ask for a tour of the Town Hall basement record rooms.
As Town Clerk I will install a modernized system for archiving and preserving important Town documents and records.
This includes an electronic indexing system, microfilming process and the use of archival paper to copy
important records.
STEP TEN - CREATE A HELP DESK IN THE BUSY SUMMER MONTHS
10. Create a help desk for people with questions on applications and permits so they do not hold up
or create delays at windows where people have forms completed or do not need any
help with their paperwork. A help desk will ensure timely processing for all residents visiting the
Town Clerk’s Office.
