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:
• Centralized Customer Service Center- Establish a centralized customer service center with extended hours of operation to handle inquiries and service requests. • Multi-Channel Communication - Develop an online portal and mobile app for 24/7 access to information and services. Provide multiple communication channels, including phone, email, social media, mail-out, and in-person options.
• Customer Feedback System - Implement a system for residents to provide feedback on services and track the resolution of their issues.
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