SANAC Issue Paper #34

ISSUE: Improve Noise Hotline telephone answering service

BACKGROUND: At the May 12, 1998 SANAC meeting this issue was one of thirty-eight issues brought forward as a noise reduction idea by members of the public.

ANALYSIS/DISCUSSION: Over the past several months during peak hours of flight operations the Noise Complaint Hotline has become overloaded with callers.  The answering service contract required only one employee to answer Hotline calls.  Occasionally, callers were put on hold in order to take additional calls and receive complaints.  At times the caller waiting period was excessive.

Two avenues of approach were initiated to correct this problem as explained below:

1. The telephone answering service was informed of the problem and encouraged to expedite calls as much as possible.  In addition a second line and a second operator were added to take messages during overload periods and record pertinent information.
2. A SANAC noise complaint page was added to the airport's web site for on-line communications.  That page can be reached by calling up the web site at orlandosanfordairport.com and depressing the SANAC button.

CONCLUSION: SANAC should remain sensitive to the needs of the local community with regard to reporting noise complaints.  These complaints should be processed completely and accurately with timely analysis of problem areas.

RECOMMENDATION: Maintain an accurate "all source" database of noise complaints to ensure noise abatement procedures are being properly implemented and monitored.

SUB-COMMITTEE MEMBERS: Airport Authority

DATE PREPARED: January 7, 1999