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Sturgis Looking At Voice Response System
Thursday Sep 04, 2014 6:02pm
Sturgis, MI

By: Mike Stiles

(STURGIS) – The City of Sturgis is always looking for ways to better serve the public.

Something they are looking at now is how to better handle calls in the event of a service emergency and get that information out to repair crews.

Presently, the City does not have a 24 hour service center that can be used to handle emergency calls for the electric, water and sewer utilities. In the event of this kind of emergency, citizens would call a number and then be directed by an automated message system to call the correct standby crew. Unfortunately, the voicemail box for the crew tends to fill up quickly.

To take care of these issues, City staff is recommending the implementation of an outage management system. During a recent City Commission work session, Electric Department Supervisor John Griffith shared about the mPower software, saying when a call came in with information on a power or water problem, the caller's name, address and phone number would be taken and then a service crew would be called.

Griffith explains that the caller or callers information would also be sent to crews in the field so they would know where to go when they finish the job they are currently working on.

Griffith says there are more than enough lines set up by the company Sturgis would be working with so there would not be any crashing or problems should multiple calls come in.

Griffith says the system could also be used to contact citizens to let them know of power outages when the City is doing upgrades to the system.

The Commissioners asked Griffith to gather more information and come back during a future meeting.

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