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TO: Mayor John Laesch
FROM: Tony Martinez, Chief Communications & Marketing Officer
Rikki Benjamin, Customer Relations Manager
DATE: March 23, 2026
SUBJECT:
PURPOSE:
A resolution authorizing the Director of Purchasing to execute a contract with Interiors for Business in the amount of $175,000 for furnishings at the 311 Call Center.
BACKGROUND:
Investing in new furniture will enhance the efficiency and effectiveness of the 311 Call Center's operations.
DISCUSSION:
The 311 Call Center is requesting approval to purchase new furniture and sound-masking solutions to address significant changes in staffing levels, call volume, and overall workspace functionality. Until January 1, 2024, the call center operated with four employees per shift. Today, nine full-time employees work concurrently in the same space, more than doubling the number of staff operating within the current layout.
At the same time, annual call volume has increased by more than 40,000 calls. While staff continue to work diligently to meet the needs of residents, the increased staffing and call activity have created a consistently noisy environment that makes effective communication with callers more difficult. The existing office layout and furniture were not designed to accommodate the current staffing levels and provide no sound barriers between workstations, resulting in frequent distractions and reduced efficiency.
The proposed furniture will include higher workstation panels designed to serve as sound buffers between call takers, creating a more functional and productive workspace. The replacement of the current furniture will also eliminate the need for ongoing repairs, as the existing furnishings are aging and no longer operating as intended.
In addition to the new furniture, sound masking is requested as a practical and cost-effective solution to reduce ambient noise and improve overall call clarity, focus, and productivity. These improvements will help ensure staff can commu...
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