Skip to Main Content View Text-Only

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

Customer Service Program Efforts

BDS Customer Service and Public Information Department Creation (2003)

In 2003 the Bureau of Development Services created a Customer Service and Public Information Program to help resolve complex customer assistance inquires and to identify and implement program and process improvements

BDS Living Smart Program (2006)

With growing neighborhood concerns about single-dwelling infill development BDS initiated a desing competition to improve the quality of such development.

BDS Management Principles and Expectations (2005)

Leadership standards which set the standard for customer service.

BDS Outreach to Limited English and Non-English Speaking Customers (2006)

BDS implemented this program to reach limited English speaking customers with information about the need for an value of permits, how to avoid common building and zoning issues, and programs and services that the bureau offers to assist customers.

BDS Speaker's Program (2006)

The Bureau of Development Services created a central outreach program to coordinate participation in presentations and other community activities to enhance community education.

BOEC Partner Agency Issue Resolution Process (2009)

New process for ensuring successful partner issue resolution instuted in 2009

BPS Curbside collection e-schedule garbage day reminders

The Curbside collection e-schedule with the ability for sucomers to sign up for garbage day reminders was implemented as a customer service improvement initiative and already has over 5000 subscribers.

Cable Office's Wireless Antenna Alternatives Community Outreach Project (2011)

Good example of community outreach to assist in formulating city policy. Examples include public forums, an online survey and independent research.

Children's Levy/Investment Fund Customer Service Practices

Adopted document that specifically identifies customers and specific methods in place to ensure high quality customer service.

Fire Bureau Service Delivery System Studies

In 2005 and again in 2011, Portland Fire & Rescue (PF&R) was directed by City Council to conduct a study to evaluate its fire, rescue and emergency services resource allocation and service delivery methods. For more info contact Aaron Johnson 503-823-3383

Office of Management & Finance Focused Reviews (2003-7)

OMF focused reviews explore and compare best practices, rates, customer service, and organizational structure for discrete administrative service areas. This ongoing effort ensures continual improvement in our services.

Park's ParkScan Interactive Website (2009)

Launched Spring of 2009 with the help of a grant from the Sloan Foundation to let community members communicate their park concerns or compliments directly to a Portland Parks & Recreation supervisor

Park's Public Involvement Manual (2009)

Establishes effective procedures for involving community in PP&R projects and initiatives.

Parks and Recreation Communications Standards Policy (2002)

Spells out clear expectations for employees with regards to timely response to customer inquiries.

POEM Public Information and Outreach Plan (2011)

2011 implementation to better convey public information and conduct engagement with the community.

Revenue Bureau Online Business License/Tax Filing and Payments (2009)

To fullfill a frequently requested service the bureau added additional online services in 2009

The Water Line

In 2008 the Water Bureau implemented The Water Line as a single point of contact for customers who are experiencing water quality or pressure issues. In 2009, 2599 calls were logged. Water Line call info is used to inform operational decisions.

Water Bureau Communication Improvement Strategies (2008)

In 2008 the Water Bureau implemented a Water Line, 503-823-7525, as a single point of contact for customers experiencing water quality or pressure issues. In addition they have restructured their Website and expanded online bill pay options.

Water Bureau's Customer Bill of Rights

Bill of Rights document that guides training and evaluation efforts across the Bureau.