As part of Mayor Rodrigues’s effort to make conducting City business easier for constituents and business owners, a new virtual operator phone system has been installed at City Hall. Designed to eliminate long hold times and complex phone menus, the virtual operator can answer common questions instantly, provide step-by-step guidance, and directly route callers to specific departments or human staff members whenever requested.
The modernization of the main entry point to City Hall will make municipal government more responsive and accessible around the clock. Callers can ask questions naturally, without needing to know which department handles their inquiry, and receive immediate answers regarding public schedules, billing deadlines, permit application requirements, and municipal services.
Key Features of the Virtual Operator:
- Callers dialing 508-580-7123 receive immediate assistance at any hour, including evenings, weekends, and holidays.
- Beyond simple call transfer, the system handles routine questions on the spot—helping callers locate information on payment portals, municipal codes, and city events.
- Callers maintain full control and can request a direct transfer to any specific department or staff member during business hours.
- The system currently communicates fluently in over 70 languages, including Spanish, Portuguese, and French. To further serve Brockton’s diverse community, the parent company is actively training the model to support Cape Verdean Creole and Haitian Creole.
- During or after a call, the operator can send relevant web links, payment forms, or application documents directly to the caller’s mobile phone via text message.
“Our goal is to ensure that every Brockton resident and business owner can reach City Hall easily and get the help they need without delay,” said Mayor Rodrigues. “By introducing this technology on our main line, we are meeting residents where they are, expanding language access for our diverse community, and freeing up our staff to focus on more complex constituent issues.”
The implementation currently applies only to the main City Hall contact number (508-580-7123) and does not alter direct phone lines to individual departments.
To try the system or access city services, residents can call 508-580-7123.