"Franklin’s vision for customer-service means rising to meet the expectations of residents in a digital age. While staff at the counters are friendly and knowledgeable, Town Hall is only open from 8am-4pm. To Hellen, providing better government services looks a lot more like what you’d expect from Google or Amazon.
“The world’s operating in a global, 24/7 environment, and people are conducting business at all hours of the day. My hope is in the very short-term we can transition our little place in the world, Franklin, MA, into a 24/7 storefront. We want people to expect that out of government, and we want to deliver on it. When someone says, ‘oh shoot I need to license my dog and today’s the deadline,’ we want that service to be a Google search away. We want to be a one stop shop for people’s questions and services,” explains Hellen.
With this idea in mind, Hellen and other department heads agreed that updating their permitting system was an important step in providing citizens with greater access to government services.
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