The Customer Service Hotline is fully operational. A group of senior officials will provide rapid response to everyday problems that arise, such as potholes, flooding, ADA compliance issues, layoffs and unanticipated school needs. Another group will concentrate on managing the crises that may come up throughout the government.
“We promised in Blueprint 2020 that we would organize our operations to focus on the needs of people,” Governor Eddie Baza Calvo said. “There are problems that come up every day that need attention. I want this administration to be able to address these problems without taking our focus off the implementation of our vision outlined in Blueprint 2020.”
Customer Service Hotline
The Customer Service Hotline, 475-GUAM, has been working at the Governor’s Office for the past eight days. The Customer Service Representative (CSR) answers residents’ calls and has a system in place to address concerns and complaints. The hotline is operational between 8 a.m. and 5 p.m. during workdays. Residents can leave voice messages if the line is busy or after hours. The CSR regularly checks these voice messages and returns phone calls.
The CSR has fielded 19 customer calls since April 11. The complaints range from agency phones not being answered to concerns about employee conduct. Governor’s Deputy Chief of Staff Rose Ramsey has been working with agency heads to investigate these concerns and provide resolution.
Rapid Response Team
A Rapid Response Team of senior officials also was appointed to address some of the concerns called in to the hotline. The team will get together at the call of the Deputy Chief of Staff to address new reports of potholes, unsafe road conditions, traffic light malfunctions, residential flooding, mass layoffs in the public and private sectors, ADA non-compliance, carcasses on roadways and unanticipated public school needs.
Residents are encouraged to call the Customer Service Hotline if they notice any of these conditions. The team will assess the conditions and the government’s ability to provide the resources to solve the situation.
Crisis Management Team
Crises come up in the government from time to time. These crises normally arise from a lack of resources. These normally include health and safety emergencies that occur suddenly in public schools or the hospital. We’ve seen in recent history how ambulances break down, major flooding and erosion occurs, or fire erupts at the Ordot dump or on residential hillsides. In this day of severe cash shortages in the government, the financial condition also gravely affects payroll, the ability to make required payments or meet grant conditions.
The management of these crises as they arise consumes time and resources at the top levels of government. The Governor wants to bring structure to the response to these crises. A new Crisis Management Team now is in place to deal with these crises.
The memoranda appointing these two teams are attached.
Crisis Managment Team
Rapid Response
