Council upset after contacts removed
Phone numbers, e-mails no longer available online
Elaine Anselmi
Northern News Services
Friday, May 1, 2015
SOMBA K'E/YELLOWKNIFE
A majority of city councillors are giving a thumbs down to administration's decision to remove phone numbers and e-mail contacts, including their own, from the city's revamped website.
Since the city website was relaunched last fall, the function that allowed users to search through a staff directory was removed and replaced by various website-embedded general e-mail accounts and phone lines. Questions intended for a specific staff member, city councillor or Mayor Mark Heyck are now filtered through the general e-mail account, before reaching that person.
This, most councillors say, is doing a disservice to the public.
"I think the previous model was much better," said Coun. Adrian Bell.
"I see no reason why we would have changed that model, I think we had the system in place for it. I don't understand, it's unknown why we made this change."
The territorial government has an online staff directory while Yellowknife Catholic Schools and Yk Education District No. 1 have names and contacts for senior staff and trustees on their websites.
Clem Hand, manager of corporate services and risk management, says removing individual names and contacts from the city's website was done to streamline the process when people want to call.
"When they're grouped by function, I think there's a better chance that someone will hear back more quickly, or that voicemail or e-mail will be forwarded more quickly," said Hand,.
"You could look at it that we're trying to hide people from the public but the exact opposite is true, we're trying to provide better customer service."
Particularly if someone is away from their desk and does not receive the phone call or e-mail, Hand said the general contact system allows those queries to still be answered - first by customer services representatives, who then pass them on to the appropriate person.
"They're sort of the central receiving area for a lot of the calls," Hand said.
He could not provide the number of enquiries that are received by the city or their subsequent response time. Since the new website was launched, he said he hasn't been made aware of any significant problems with the system.
In the past few months, Coun. Phil Moon Son said he has received about a dozen complaints about the lack of contact information for staff. As well, deputy mayor Linda Bussey said she has received feedback questioning the removal of the staff directory.
"I did get a couple of residents enquiring about why they can't access that," said Bussey.
"There was a discussion we had with administration, and right now they're looking at the pros and cons."
At press time, Hand said these discussions had not yet reached his level. Some councillors felt the general e-mail and phone lines have a function, but should not have been implemented in place of all direct contact information.
"The general line has its purpose and use, but that needs to be in company with an employee directory," said Coun. Dan Wong.
"That's a service any public organization or government should offer, even if there are only 10 employees."
Hand pointed out that there are embedded e-mail links to the mayor and council available on the website, and that the changes to the staff directory are in line with other municipalities.
"We believe it raises our level of customer service, which we are always striving to do," said Hand. "We do seek to keep the contact list up to date and, based on the feedback we receive, certainly will adjust it if needed, with service to our customers being our foremost thought."
With less than a year since the website was launched, Coun. Rebecca Alty was optimistic that changes could still be made to improve accessibility and ease of use for the public.
"Hopefully because the website is new, we'll keep evolving and making sure it works for people," she said.
Mayor Mark Heyck could not be reached for comment by press time.
Should direct contact information for city staff be available to the public?
Linda Bussey: "I do think having access to staff - we're a small city - I think it would be beneficial. Maybe not all staff but at least staff responsible for certain sections, either department heads or assistants."
Adrian Bell: "More access is better than less. I think they'd have to have a pretty good explanation for this."
Bob Brooks: "I'd like to see the public have direct access to mayor and council and the directors and senior managers at the city."
Phil Moon Son: "I think the previous way was much better. I find that it is frustrating for people that I've spoken to."
Cory Vanthuyne: "I don't know how troublesome it is, but I don't think it's overly challenging for any individual ... anybody at city hall is accessible."
Dan Wong: "It is a bad system, it's not a good system. It is much worse now and I hope that will change because the public should be able to contact any city staff directly."
Rebecca Alty: I would prefer a mix of both. I think it's great we have the quick general contact, but I know for myself, I like to just e-mail the person I'm looking for as opposed to a general e-mail."
Niels Konge: "I think the old website was better than the new. City Explorer was more easy to navigate and worked better ... contacting people is certainly another issue, we've gone a step backwards.
