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a' <br />CITY OF COLTON <br />AGENDA REPORT <br />Council Meeting of February 3, 1998 <br />TO: Honorable Mayor and Council Members <br />APPROVAL: Henry T. Garcia, City Manage <br />FROM: Daryl J. Parrish lc <br />SUBJECT: Policy Regarding the Effective Use of Voice Mail By City <br />Departments <br />January 26, 1998 <br />BACKGROUND: <br />At the City Council meeting of December 2, 1997, staff was directed to look into <br />establishing a policy limiting the use of voice mail. Specifically, a complaint was <br />registered regarding the current use of the voice mail system, stating that often <br />customers call City offices and the line is answered by voice mail rather than by <br />City staff_ The focus of this attached policy is to employ voice mail in such a <br />manner that the 'technology actually enhances the service we provide our <br />customers and prohibits against the pitfalls that can result from its misuse. <br />DISCUSSION/ANALYSIS <br />Submitted for the City Council's review and consideration is a draft policy for the <br />effective use of voice mail by City departments. Highlights of the policy are as <br />follows: <br />• Telephone lines listed for each department should be answered by a person <br />during business hours, if practical, without intervention of the voice mail <br />system. <br />• <br />Employees should answer the phone when at their place of work unless they <br />are involved in a meeting and cannot be disturbed. <br />• Messages left on the voice mail system will be responded to within a twenty- <br />four hour period. <br />• Logs of personal passwords shall be maintained, and be in such a manner <br />that they are accurate and current. <br />Item # 1 <br />