} THE CITY OF NASHUA “The Gate City"
Administrative Services Division
Date: March 26, 2021
To: Mayor Donchess
Board of Aldermen
From: Kimberly Kleiner, Administrative Services Director
Subject: Board of Aldermen Meeting — March 23, 2021
During the Board of Aldermen meeting on Tuesday, March 23, 2021, some statements were made which I feel
need clarification.
On the afternoon of March 23, 2021 I received an email from Alderwoman Lu inquiring on how to view her
property file. I informed her that you may email assesshelp@mnashuanh. gov or call 589-3040 and staff can set up
an appointment for you.
At approximately 2 pm, a member from the Assessing department received a call from a taxpayer wanting to
look at their property record file in hopes to review it for a potential addition. The Assessing employee
explained many files are off site as part of the property record scanning project and she would check to see if it
was in the vault before scheduling an appointment.
The caller was put on hold, and the staff member quickly determined the file was within a stack of 27 pre-
packed boxes waiting to be picked up for the off-site scanning project. The taxpayer was asked if the staff
member could call him back as it was going to take some time to move all the boxes.
Moments later, after the file was obtained, the staff member called the taxpayer back to schedule an
appointment for review. He asked to come in right away and the staff member informed him they were not able
to meet with him that afternoon. An appointment was then scheduled for Friday the 26th at 9am. Shortly after,
the taxpayer called back and said that appointment would not work, the appointment was deleted and the
taxpayer said he would have to call back.
Very shortly thereafter, he called again and it was determined that it was not the assessing file information he
was in search of but the information within the Building Department files. The staff member either transferred
his call or gave him the phone number, and was thanked for their time and the conversation ended.
The temporary practice for Assessing has been to not schedule same day appointments while the customer
service area for Assessing is still under renovation. Staff is meeting one on one with taxpayers in the Assessing
conference room and practicing social distancing. Multiple staff members meet with taxpayers for a variety of
services and they need to coordinate the sharing of one space.
Transaction windows are being installed in the customer service area and we hope to have the area open shortly.
Property record cards are available online. If requested, information can be sent by email. The staff within
Assessing is very professional, accommodating and has provided our residents with exceptional customer
service, throughout this pandemic and during very difficult times.
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