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The City of Portland, Oregon

Community & Civic Life

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Customer Service Advisory Committee

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  • City Council Presentation March 2014 Report to City Council

Read Customer Service Advisory Committee Report for 2011-12

The Customer Service Advisory Committee was created in September 2006 to assist all City bureaus in working collaboratively with their employees to improve customer service.  Building a culture of customer service will ensure that the City government is seen, both internally and externally, as a reliable partner and steward in running the City.

In 2005 the Bureau Innovation Project #7 was charged with developing recommendations for improving customer service policies and procedures across all City bureaus.  The BIP #7 recommendations focused on employee recruitment and training, customer surveys, and creating a customer service culture.  The BIP #7 also developed City-wide Customer Expectations and Staff Workplace Aspirations documents.  BIP #7 also recommended creation of an ongoing Customer Service Advisory Committee to assist bureaus with implementing the recommendations. 

During the FY 2007-2008 budget process, the Mayor asked all bureaus to report on implementation of customer service improvement efforts.  The Customer Service Advisory Committee has compiled this information in the form of an Annual Customer Service Improvement Efforts Status Report for the past 4 years.  The Committee continues to work with the bureaus through Site Teams to assist them with their customer service improvement efforts and also promotes customer service improvements across the city by advocating for greater citywide training opportunities, cross-bureau service delivery coordination, service delivery improvements and prioritizing customer service improvements when developing budgets.

This Website is intended to serve as a resource for bureau's customer service improvement efforts and will be updated periodically with new customer service innovations being undertaken by city bureaus.  The Customer Service Toolkit describes the steps in improving customer service, with guidance and examples for each step.  The Committee Information page includes links to the Customer Service Advisory Committee reports, member contact info, meeting minutes, and other related documents. 

Questions?  A Committee membership roster is on the Committee Information site.  Please feel free to contact any member for further information.

Customer Service Toolkit

Tools and examples to help bureaus working with customers and staff to developing a customer service focused workplace