HomeMy WebLinkAboutItem 8.1 Customer Service Program (2)
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C I T Y
OF DUBLIN
AGENDA STATEMENT
CITY COUNCIL MEETING DATE: September 10, 1990
SUBJECT:
Customer Service Program (Report Prepared by: City Manager's
Office)
EXHIBITS:
A. Draft Customer Service Policy Statement
B . Service Request Summary
RECOMMENDATIO.N N::.rJR. eview pr:opo~ed Cust?mer Service Program a~d ~olicy Sta~ement
;:7)J'l7 ~nd proTIde mput. DIrect staff to proceed WIth Implementmg
, Customer Service Program.
FINANCIAL
STATEMENT:
Program costs will include consultant fees, customer service
training and employee recognition activities. Sufficient
funds have been included in the Fiscal Year 1990-91 budget.
DESCRIPTION: One of the primary responsibilities of local government is to
provide services to the community which the private sector is unable or unwilling
to provide. Since incorporation and as the City of Dublin has grown and
developed, the City Council and City staff have placed an emphasis on providing
cost effective and responsive services which meet the ever changing needs of the
community. Some of the programs undertaken by the City to maintain quality
services which are now in place include:
1. Annual review of all service contracts to measure quality, cost effectiveness
and responsiveness of the City's service contractors.
2. Publication of a community newsletter, which includes I1Citizen's Talkbackl1
3. Public Works Service Request and Customer Satisfaction Program (attached is a
five year summary of this program through the end of Fiscal Year 1989-90)
4. Completion of a Management Audit of the Planning process which resulted in
recommendations to streamline the Development Review Process. These
recommendations are now being implemented.
As with private corporations, the City is interested in maintaining good relations
with its customers, which include not only residents and local businesses, but all
those who use municipal services.
In order to build and improve upon the City's past accomplishments in customer
relations, City staff proposed and the City Council adopted a goal in 1990 to
develop and implement a I1Customer Servicel1 policy and training program. The
program as proposed involves: 1) Clearly defining customer service expectations;
2) Developing customer service standards; and 3) Providing employees with the
tools (e. g., training) needed to improve service delivery.
To date, the City has retained a consultant to work with staff in developing a
customer service program. Last year, the consultant interviewed members of the
City Council and various City staff with regard to public service expectations.
Subsequently, at a staff meeting in November of 1989, those expectations were
presented and discussed with management City staff.
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ITEM NO.
B..1
COPIES TO:
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During the meeting, management staff pa!'ticipated in :rarious group e~erc~~es .
facilitated by the consultant. The exerCIses were desIgned to: 1) defme quality
servicel1; 2) identify the desired public image the City wishes .to p~rtray; 3)
identify obstacles to providing good customer service; and 4) Identify goals to
maintain quality customer service. In conclusion, the group agreed, that the
following five qualities are most important to a customer service program:
1. Responsive
2. Proactive
3. Fair/honest
4. Professional (knowledgeable)
5. Approachable/friendly
The meeting with key staff members was a first step toward developing a customer
service program. The next step involved developing a customer service policy
statement (Exhibit A). Staff has drafted a policy statement which incorporates
the five qualities identified above.
The City Manager has presented an overview of the proposed customer service
program to all City and contract employees. In addition, all employees were asked
to comment on the proposed policy statement.
Following the City Council's consideration and adoption of a customer service
policy statement, staff can begin to implement other aspects of a customer service
program which might include:
1. Communicating the service policy to all employees (including contract,
temporary and volunteer employees) in a positive, memorable manner (hold some
type of special event/ celebration/kick-off)
2. Clearly defining service expectations
3. Identifying customer service needs
4. Enhancing communication, listening and customer service skills through
training
5. Providing employees with the tools they need to deliver quality service (i. e. ,
appropriate training, employee handbook, in-house telephone and service
directory)
5. Recognizing and rewarding employees for quality service
6. Continuing to promote/reinforce service goals and accomplishments
Staff recommends that the City Council review the proposed customer service
program and draft policy statement; provide comments; and direct staff to proceed
with implementing the program.
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CUSTOMER SERVICE POLICY STATEMENT
CITY OF DUBLIN
The City of Dublin is continually striving to enhance the service we provide to
our customers. Our City organization is committed to creating a challenging and
rewarding environment in which all employees who represent the City are motivated
to respond to the needs of our customers. In setting high standards for
ourselves, we take pride in:
. Being a responsive and proactive City team, in touch with the changing
needs and expectations of the Dublin community.
. Providing the highest level of quality service in all City programs and
activities.
. Promoting a 11 can doll attitude using common sense along with technical/
professional knowledge.
.
Fostering an open and honest government.
it exposes our ideas to review and critique.
to service.
Openness promotes competence because
Openness reflects our commitment
. Being committed to high professional standards. A professional attitude
encourages an objective approach to analyses of issues.
. Providing information and resources to our customers in a friendly and helpful
manner.
Date:
To:
From:
Subj ect:
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CITY OF DUBLIN
M E M 0 RAN DUM
RECtlVED
AU G 2 /j 1990
CITY nt= DUBLIN
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Service Request Summary
Five Year Statistics
July 25, 1990
City Manager
Public Works
Attached is the final service request report for FY 1989-90. Following is a
summary of the number of requests by category and evaluation percentages for
the past five fiscal years:
#1
#2
#3
#4
#5
#7
#8
#9
#10
#11
#12
#13
#14
#16
TOTALS:
Storm Drain
Street Sign
Sweeping
Street Repair
Street Light
Sidewalk
Curb & Gutter
Striping
Landscape
Tree Trimming
Rodent/Insect
Zoning
Building
Other
1989-90
1988-89
1987-88
1986-87
1985-86
o
10
9
2
4
7
o
o
o
1
o
o
o
2
3
13
10
8
o
2
o
1
5
5
o
o
o
5
11
6
24
2
5
4
o
o
4
7
o
o
o
5
13
21
12
8
6
8
1
2
5
9
o
o
o
6
26
24
25
15
27
9
1
3
3
29
2*
3,',
"
1,',
"
13
36
52
68
91
181
(*These items have been referred to outside agencies or other departments for
the past four years.)
Responses Rec'd
% Responding
21
58%
15
28.8%
37
54.4%
23
25.3%
64
35.4%
Evaluation Ratings (based on a scale of 1 to 5, with 5 being the highest).
Job 4.60 4.60 4.51 4.43 4.20
City 4.50 4.58 4.03 3.63 3.78
The number of service requests has decreased steadily year by year, due
primarily to the level of ongoing maintenance provided by MCE. The two areas
in which the number of service requests increased in 1989-90 over 1988-89
were as follows:
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Service Request Summary
Five Year Statistics
July 25, 1990
Page 2
Street Lighting: Some problems were reported which involved unusual
circumstances such as cable failures. Staff does make at least a quarterly
survey of street lights that are not working on major arterials and keeps
those records separately from the service requests that are phoned in by
residents. We have been working closely with PG&E through the Utility
Coordination Committee meetings to insure that the lights are repaired as
quickly as possible. PG&E does have a regular relamping schedule, and a
number of lights were relamped this past fiscal year.
Sidewalk Repair: The sidewalk problems that were reported were primarily
from tree roots. The locations were ramped as soon as they were reported and
were later repaired in the annual program. We can expect to receive a number
of sidewalk repair requests each year due to the large number of trees and
areas of expansive soil in Dublin.
We hope to make a few reVlSlons in this program in FY 1990-91, including
modifying the form so that it better fits the services we are now providing.