Constituents will be trained to quiz, engage City staff to enhance customer service.

SOMERVILLE – Do you want to help improve City programs and services? Now’s your chance! The City of Somerville is launching its “Secret Resident” program, seeking resident volunteers to provide feedback on the City’s customer service. Through the program, residents will complete brief customer service training, and will engage City departments to assess and evaluate the accuracy, efficiency, and ease of customer service.

Examples of assignments in the program include calling 311 to report an issue, inquiring in-person at Inspectional Services as to how to file a permit, or visiting the City Hall Welcome Desk for assistance.

To sign up to be a volunteer “secret resident,” visit If you would like more information, email or call 311 (617-666-3311 from outside Somerville).
The City of Somerville does not discriminate on the basis of race, color, religion, age, national origin, disability or any other protected category. Auxiliary aids and services, written materials in alternative formats, and reasonable modifications in policies and procedures will be provided to qualified applicants and employees with disabilities free of charge, upon request.

If you need auxiliary aids and services for effective communication, written materials in alternative formats, or reasonable modifications in policies and procedures in order to access this program, please contact the ADA Coordinator no later than seven (7) business days before the scheduled event at the address noted below:

Betsy M. Allen
167 Holland Street, Room 207
(617) 625-6600, Ext. 2323 (Voice)
(617) 808-4851 (TTY)

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