Beginning Friday, Nov. 16, callers who dial the main phone line for the City of Arlington at 817-275-3271 will be greeted by a new automated system.

On Nov. 16, the City of Arlington will roll out phase I of an automated phone system designed to enhance public access to City information and services. Calls to the City’s metro number at 817-265-3311 and switchboard number at 817-459-6000 will also be routed to the automated system.

In Phase I, callers will be able to connect with the following departments: Municipal Court, Water, Neighborhood Services and Planning. For all other departments, operators will be available to assist callers during regular business hours.

Phase II will begin Tuesday, Dec. 18, and the following departments will be added to the automated system: Transportation, Public Safety, Human Resources, Parks and Recreation, Engineering Services, Library, Office of Communication, City Secretary’s Office, City Manager’s Office, City Attorney’s Office and the Office of the Mayor and Council.

The new system will offer after hour and holiday greetings to inform callers when City offices are closed, offering touch-tone options for obtaining information about a service or program or voice mail messaging. According to Communication Services Administrator Gerard Eads, the new automated system will improve efficiency. Over the past few years, the call volume to 817-275-3271 has declined dramatically as an increasing number of departments are listing direct numbers in phone books and in other reference materials. The City’s three PBX operators who used to answer an estimated 1,000 calls a day are only answering about 500 calls a day, Eads said.

"This new automated system removes the middle person and allows us to build an automated menu that routes callers to the proper department," Eads said.