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The City of Portland, Oregon

Community & Civic Life

Promote the common good

Main: 503-823-4519

City/County Info: 503-823-4000

TDD: 503-823-6868

1221 SW 4th Ave, Suite 110, Portland, OR 97204

Policy Documents

BDS Mission, Goals and Values (2004)

Goals and Values are a nice, simple example of incorporating customer service elements.

BES 2011-2016 Strategic Plan

In 2011 BES updated its Strategic Plan which including a key value of providing responsive, cost effective and reliable services to our customers and equity as one of their 5 guiding principles.

BES Principles of Customer Service (2006)

Very clear and detailed customer service principles for Systems Development Division staff.

BOEC 2013-15 Strategic Plan

Includes Strategic Direction #1 - Relationship and Customer Service, which includes adoption of customer service training for all employees as well as improved communications with partners.

BPS 2011-13 Strategic Plan

Three of BPS' 10 stated values are directly applicable to customer service including collaborative partnerships and responsive customer service.

City Attorneys 2008-9 Work Plan

Excerpt from 2008-9 Work Plan including explicit customer service goal and response time initiative. Office also recently designated a customer service representative to handle certain inquiries. Contact for more info: Kim Sneath, 503-823-4047

Fire & Police Disability & Retirement Mission and Values (2009)

Adopted in 2009, includes vision statement with clear customer service elements.

Fire & Rescue 2010-15 Strategic Plan

Of their 18 goals identified, four (Goals 1,2,8 and 9) specifically pertain to customer service enhancement.

Fire Bureau 2009-10 Annual Business Plan

See Goal #8 in Business Plan - external and internal customers experience consistent, timely, quality customer service from all levels of the organization.

Human Resources 2010-13 Strategic Plan

Adopts new Vision, Mission (Knowledgeable. Helpful. Responsive.) and Values. One of 4 stated values is Customer Focus.

Human Resources Culture of Customer Service Statement (2006)

Nice example of a one-page statement of belief guiding HR staff conduct with regards to customer contact.

Office of Community Technology Office Protocols

Written policies for the office which address customer service provision of office walkins, phone and cable complaints coverage.

OMF 2010-12 Strategic Plan

First listed value "manage with a customer focus". One of four major goals "Enhance customer service"

OMF 2012-17 Strategic Plan

Quality Customer Service listed as first strategic theme!

OMF Mission and Values Statement (2010)

#1 stated Value - Customer Focused!

Parks and Recreation Customer Service Standard (2008)

Part of 2008-11 Strategic Plan established to provide common set of standards for service delivery.

PDC Communications Policy (2005)

Policy clearly defining staff expectations around communication responsiveness and professionalism.

Police Community Policing Strategic Plan 2007-12

Initiative includes important elements such as building relationships, improving accountability systems by developing customer service standards for employees.

Portland Housing Bureau 2011-13 Strategic Plan

Includes several customer service related goals: Goals 2.C, 4.B, 4.C, 4.E

Portland Housing Bureau Workplace Expectations Document (2008)

Document to be acknowledged by all staff. #1 expectation is Customer Service!

Purchases Customer Bill of Rights (1999)

Oldie but goodie - one pager detailing customer expectations for service.

Revenue Bureau 2008-10 Strategic Plan

Mission, Vision and Values and Strategic Plan incorporate customer service throughout

Water Bureau 2008-11 Strategic Plan

Vision, Mission, Values and strategic plan all reflect customer service as a top priority

Water Bureau Progress Update Toward Meeting Key Service Levels (2011-12 update)

The Water Bureau conducts annual analysis of progress made toward meeting service level indicators layed out in 2008-11 Strategic Plan

Water Bureau Strategic Plan Progress Toward Meeting Service Level Indicators (2009-10 Update)

As of October 2010 the Water Bureau conducted an analysis of progress made toward meeting service level indicators layed out in 2008-11 Strategic Plan