"Good Morning...State House
Operator...May I Help You?"
By Helen Trask, State
House operator Supervisor
Currently, there are four telephone operators, and a supervisor, who handle
approximately 2,600 calls per week. In addition, test calls are placed twice daily to
insure all systems are functioning properly.
Staffed by "State House" operators, the telephone office started in the
Bureau of Public Improvements (now called General Services), and the equipment was an old
PBX switchboard. There were two rows of cords: one row was for answering the call, and the
second was for the extension, with one slot on each position to put up a conference call!
In 1984, the PBX switchboard was removed, and each operator received an individual
console. There were fifteen lines for: 1) state government information calls, 2)
"800" calls for legislators and state government employees to use with an access
code, and 3) operator-assisted calls for credit card, collect calls, etc. The telephone
office was open from 6:00 a.m. to 10:00 p.m., and the Delta (building control emergency)
operator took the overnight calls, and the office was open 7x24.
In 1989, we joined the Telecommunications group (Telco) in the Bureau of Information
Services (BIS), and upgraded to AT&T System 75 digital display terminals. Thereafter,
operators expanded their services to include telephone trouble reporting. Operators
recorded the trouble information into an on-line system and gave customers a ticket
number. The Customer Service Section dispatched vendors and closed the ticket when the job
was completed. In 1997, this service was transferred to the BIS Help Desk.
Currently, operators answer the State House information line, which is called from
anywhere in the world. Legislators may call a special "800" number, provide
their desired number and access code, and the attendant places the call. Calls are
answered from the Centrex locations in Portland, Bangor, Lewiston, Presque Isle, and
Rockland, and they are processed for persons with access codes, credit card, collect
calls, etc. Call types include: requests for information on how to place a conference
call, transfers between departments, placing overseas credit card calls, and giving
directions and locations of State House offices. Telephone attendants also receive calls
for the BIS Network Services staff and transfer interoffice calls.
In 1994, an answering service was started for agencies. Some offices have their main
number answered all day, while others use the answering service to cover lunch hours,
staff meetings, etc. Another service is called "logs". These reports may be
printed daily, and enable customers to review call volumes, and check how many went
unanswered. They can also identify peak call times.
Since August 1999, operators have been available from 7:00 a.m. to 5:00 p.m. weekdays,
and also Martin Luther King, Jr. and Patriots’ holidays. In the event of an emergency
or power outage, operators are trained to perform their duties at another site. Operators
can be reached by dialing 624-9494 or by dialing "O" if you are at a 287
exchange.
When you think of "State government information", think of the State House
operators and the super services provided to their customers over the years.
Helen Trask has been the supervisor of the State House operators since August 1992.
She may be reached with questions by calling 624-8825 or via e-mail at helen.trask@state.me.us.
|
