Management system coming to borough

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NAUGATUCK — The borough is moving forward with implementing a Citizens Request Management System.

The computerized system, which is powered by Waterbury-based QScend Technologies, would allow residents to submit service requests, find information or lodge a compliant either on the phone or online. It would take complaints from residents and make sure the information gets to the correct person who is responsible for solving that problem.

The system tracks the calls to make sure they are followed up on. The system gets back to the person who originally filed the complaint to let them know that it has been solved or when it will be solved.

The idea for the system emanated from the long-term strategic planning report on borough government crafted by the consulting firm Blum, Shapiro & Co. 

In January, representatives from QScend presented the system to the Board of Mayor and Burgesses. The board chose to take no action at the time, but rather to discuss its options.

On March 24 the board recommended that the borough enter into a three-year contract with QScend, according to the meeting minutes.

The contract, which costs a total of $24,500 upfront, will provide the borough with three years of the system and web hosting.

Although the board recommended this contract out of three options, it left the final decision up to Controller Robert Butler and IT Director Jim Kallipolites.

Butler said the decision has since been finalized, and the borough is moving forward with the contract.

Butler said the money to pay for system will come from the current budget out of the capital appropriations line item from the information technologies department. The department was able to save money by combining portions of the borough’s and school board’s IT departments and efforts, he said.

Butler said officials want to have the system up and running by July 1.