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City Council Agenda Request
December 5, 2017
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AGENDA REQUEST NO: VII.A.
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| | AGENDA OF: City Council Meeting |
| | INITIATED BY: Michelle Manukonda, Customer Service Manager |
| PRESENTED BY: Cindy Dees, Assistant to the City Manager and Michelle Manukonda, Customer Service Manager
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| | RESPONSIBLE DEPARTMENT: City Manager |
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| | | | | | | | | AGENDA CAPTION: | | Review of and discussion on update on the Fiscal Year 2018 Customer Service Strategic Project and the 311 Contact Center. |
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| | | | | | | | | RECOMMENDED ACTION: | Receive an update on the Fiscal Year 2018 Customer Service Strategic Project and the 311 Contact Center.
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| | | | | | | | | EXECUTIVE SUMMARY: | The purpose of this workshop is to provide an update on the upcoming launch of the City's 311 Contact Center, which is an outcome of the FY14-FY18 Customer Service Strategic Project. The scope of the strategic project has been to evaluate the customer service needs of the City and to review the City’s external customer service policy. Outcomes stem from analysis of the City’s current customer service delivery practice and benchmarking against industry best practice.
The project team has consisted of various members of key City departments. The team focused on evaluating how the City could continue to ensure adherence to our core values of superior customer service and mid-term goal of Responsible City Government. The Customer Service project team identified two major goals. The first being an update to the City’s interdepartmental External Customer Service Policy. The second identified goal was to create a centralized contact center that will serve as the single point of contact for inquiries regarding City services and where inquiries received by any medium (e.g. phone, online, email, etc.) will be answered by highly trained City staff members called Customer Service Ambassadors during regular business hours. After-hours phone calls will continue to roll to the current answering service, which can dispatch for emergencies and take messages for the Ambassadors to address the next business morning.
Staff has been moving forward with the soft launch of the City's 311 contact center, with limited marketing of the program. In line with the date of the City's annexation of December 12, 2017, a full public marketing campaign will be set in motion. A key expected outcome of this program is to provide residents with consistent service levels and a clearer understanding of who to contact for service. Future goals include utilizing the Contact Center software’s capability to respond to online chat messages and inquires made via social media.
Staff will provide an update on both the revised interdepartmental External Customer Service policy and the 311 contact center, which are outcomes of the City's Customer Service strategic project.
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| BUDGET |
| | EXPENDITURE REQUIRED: N/A |
| | CURRENT BUDGET: N/A |
| | ADDITIONAL FUNDING: N/A |
| | FUNDING SOURCE: |
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