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:
• Departmental Process - Review departmental customer service processes and align for the highest customer service outcome.
• Self-Service Delivery System - Review high-volume, routine service transactions for potential transfer to an outline self service delivery system.
• Wayfinding and Signage -Review wayfinding and signage at key municipal facilities and develop plans to create easy access to citizens.
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OPPORTUNITIES:
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