Around Town

Inside the City’s 311 Service Center, Where Staff Fields the Public’s Questions, Requests & More

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311 Service Center staff — Constituant Service Director Laura Murray (right) and Constituent Services Representative Stephanie Owens — outside their office City Hall. (Photo by Charlie Breitrose)

Inside a small office in the back corner of City Hall sits the heart of Watertown’s 311 Service Center. The two-woman operation fields calls, texts, emails, and other messages about potholes, people trying to reach a City employee, and occasionally to report something strange they have just witnessed. The system is called 311 because that is the number people can call from within the City limits. In late 2023, Laura Murray came in as Constituent Services Director to turn the old See-Click-Fix program into a one-stop customer services center for residents, businesses, and others.

Around Town

City’s 311 Service Center Can Now be Reached by Text

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People with questions about City government or services, as well as those seeking to report something can now text the City of Watertown’s 311 Service Center, as well as by phone or online. See the announcement from the City, below. 311 Texting has arrived. In addition to calling the 311 Service Center Team by dialing 311 inside of Watertown or 617-458-8311, Watertown residents with non-emergency questions now have the option to text our 311 team at 617-458-8311. You can also email the office at 311@watertown-MA.gov or use the Watertown MA mobile app or visit watertown-ma.gov/reportit.

Around Town

Businesses Air Concerns with Mt. Auburn Street Construction; City Pledges Improved Communication

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Mt. Auburn Street has been under construction this year, and it will continue for a few more. (Photo by Charlie Breitrose)

The past several months have been tough for businesses in Coolidge Square with the road construction and utility work on Mt. Auburn Street. While the project is expected to last another three years, heavy construction is largely done until spring and City and construction officials have committed to improving communication with business owners.

Around Town

Now Open: City of Watertown’s 311 Service Center, Taking Calls and Emails

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The City of Watertown announced the start of the 311 Service Center, see the announcement below. We are happy to announce that today, Monday June 3, 2024, the City of Watertown’s 311 Service Center is officially open. By dialing 311, you’ll be able to reach a live representative who can answer informational questions, process non-emergency requests, or direct you to the appropriate department. The service center aims to enhance the quality of customer service provided by the City and will adhere to the highest standards. We are excited about the launch and the benefits it will bring to our community.

Around Town

City Seeks Input on Watertown’s New 311 Service Center

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The following information came from the City of Watertown:

The launch of the 311 Service Center is approaching. Your assistance is invaluable in gathering feedback on our non-emergency report system and understanding where you’re accessing this system. We invite you to participate in the City of Watertown 311 Focus Group and contribute to this initiative. Focus groups will be on Tuesday, April 16, 2024 from 6-7:30 p.m. and Tuesday, April 23, 2024 from 6-7:30 p.m. at the Watertown Savings Bank Room in the Watertown Free Public Library at 123 Main Street in Watertown. Throughout these sessions, we’ll make use of both the mobile app and web app editions of SeeClickFix.

Government

Reorganization of City Government Includes Changes to Planning, DPW and Other Departments

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When the City Council approved the Fiscal Year 2024 budget, they also approved a reorganization of Watertown’s municipal government. Some changes impact who directly reports to the City Manager or the Deputy Manager. Other positions have been moved into new departments, and some departments have been split into divisions. One department with new divisions is Community Development and Planning, which will have Planning and Building Divisions and a third for community events and the Commander’s Mansion. The Planning Division includes a Current Planning Group and a Planning Director to oversee long-range planning.

311

New Manager Likes Watertown’s Strong Fiscal Base, Looks at Successes from Previous Community

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City of WatertownWatertown’s new City Manager, George Proakis, was sworn in by City Clerk Janet Murphy on Aug. 15, 2022. Even before his first official day as City Manager, George Proakis began to familiarize himself with the community by browsing through the booths at the Watertown Arts Market with his family. While he is new to Watertown, he knows a few things about this City’s government, and a lot about how municipal governments work. In May, the City Council chose Proakis to be Watertown’s first new manager in nearly three decades.