Saturday, 2:15 PM
Mayor Menino moves to improve complaint line response
(Wendy Maeda/Globe Staff)
Frank McDonough recently fielded a hot line call. Mayor Menino says he's appointed a special assistant to oversee the handling of complaints.
By Michael Naughton, Globe Correspondent
A day after the Globe reported on the frustrations faced by people calling the city's citizens' complaint hot line, the mayor's office has announced the appointment of a special assistant to oversee the handling of complaints.
Mayor Thomas M. Menino appointed Pat Harrington to the post, the mayor's office said this evening in a statement.
Harrington will head efforts to "oversee better internal communication and delivery of city services" through the mayor's 24-hour hot line, the statement said.
Harrington's responsibilities will include holding weekly meetings with top officials in the parks, public works, and transportation departments.
The Globe reported Sunday that citizen complaints - about everything from burned-out street lights to missed trash pickups - have fallen by the wayside as the city works to implement a new system to track caller complaints.
An informal Globe survey of 50 residents who called City Hall this year found that more than half said their complaints or requests were addressed only after making multiple calls -- or hadn't been addressed yet.
Menino told the Globe that he was "angry" when he learned about the lack of responses.
Harrington serves as a special assistant to Menino and also as his deputy chief operating officer.
"Pat is the right person to make sure all residents receive a high level of customer service and response to their basic city service concerns," Menino said in today's statement. "His attention to detail and hands-on approach will help the hot line staff and residents get the results everyone deserves."
Harrington will hold his first meeting with various department officials tomorrow, said Dorothy Joyce, the mayor's spokeswoman.
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