'Secret Residents' To Monitor Municipal Employees in Somerville

Somerville’s municipal employees better be on their toes, if a recent Boston Globe article is any indicator.

The source reports that Somerville has taken a cue from any number of retail chains and initiated a “secret residents” program to make sure city services effectively respond to the citizenry’s concerns.

“If someone comes in with a question about getting a pothole filled, we want to make sure employees display the appropriate manners, that they’re following up with the resident, and giving them the right information,” Somerville rep Jaclyn Rossetti told the Globe.

Somerville’s looking to enlist “secret resident” volunteers to complete tasks along the lines of calling the 311 constituent service line, filing permits at department offices, and gauging the affability of City Hall front desk workers.

Afterwards, secret residents share their observations about the accuracy, efficiency, and friendliness of the city employees they interacted with with their higher-ups.

“What we hope to accomplish is improving our everyday communications with the public,” said Rossetti, according to the Globe.