FOR IMMEDIATE RELEASE
April 7, 2026
Bedford DPW Survey Highlights Strong Service and Clear Path to Even Better Resident Experience
The Town of Bedford Department of Public Works (DPW) has reviewed the results of its 2026 Phone and Email System Survey, offering valuable insight into how residents connect with the department and what improvements they want to see next.
The survey, conducted last month, gathered feedback from more than 100 residents and focused on communication preferences, service needs, and opportunities to improve responsiveness and ease of access.
Key Takeaways
The results show that Bedford DPW is serving residents well overall. Approximately 65% of respondents reported satisfaction with their phone interactions, and many praised staff for their helpfulness and follow-through.
At the same time, the survey identified clear opportunities to make it easier and faster for residents to get help:
- Phone calls remain the primary way residents reach DPW, especially for urgent or complex concerns.
- Trash and recycling services and road-related issues, like potholes and snow removal, generate the most inquiries.
- Residents prefer speaking with a live person, particularly when they are unsure which department to contact.
- Website navigation and service categories can be confusing, making it harder to report issues quickly.
- There is strong interest in expanded online options, especially for routine requests like missed pickups.
What Residents Can Expect Next
Based on this feedback, Bedford DPW will be rolling out a series of improvements designed to make contacting the department simpler, faster, and more intuitive:
Improved Phone System for Faster Assistance
The DPW phone menu will be streamlined and updated to reflect how residents actually describe their concerns. Instead of navigating department names, callers will hear clearer, issue-based options such as “Roads and Sidewalks” or “Tree Concern.” These updates will help direct residents to the right staff member more quickly.
A Redesigned, User-Friendly Website
The DPW website will be reorganized with residents in mind, making it easier to find information and complete tasks with fewer clicks. A new, prominent “Report a Problem” feature will allow residents to quickly submit issues online—from potholes to missed trash pickup—without needing to navigate multiple pages.
Better Balance Between Technology and Personal Service
While expanding digital tools, DPW will continue to prioritize access to live staff. Survey responses made it clear that human support remains essential—especially for urgent issues or unique situations.
Faster Response and Clearer Communication
Additional improvements will focus on reducing response times, improving follow-up, and making it easier for residents to know their request has been received and is being addressed.
A Commitment to Continuous Improvement
The DPW thanks all residents who participated in the survey and shared their feedback. These improvements reflect the Town’s ongoing commitment to responsive, resident-focused service.
For updates on these enhancements and other DPW services, residents are encouraged to visit the Town of Bedford website in the coming weeks.