FOCUS AREA I: ENHANCE ACCESSIBILITY AND RESPONSIVENESS
OBJECTIVE: Ensure all residents can access City services and receive prompt and accurate responses to inquiries and requests.
OUTCOMES:
• • •
Reduction in average response time for service requests Increased use of online and mobile service portals High customer satisfaction scores from feedback surveys
ACTION STEPS:
Empower and Train Support Staff:
•
o Comprehensive Training - Provide ongoing training to customer support staff to ensure they have the skills and knowledge to assist customers effectively
o Access to Information - Ensure that support staff have easy access to up-to- date information, tools, and resources needed to resolve customer issues
o Authority to Resolve Issues - Empower support staff with the authority to make decisions and resolve issues without needing to escalate to higher levels.
13
Made with FlippingBook Ebook Creator