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The City of Portland, Oregon

Community & Civic Life

Promote the common good

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

August 8, 2005 Meeting Notes for BIP #7: Customer Service

Meeting Minutes
August 8, 2005
      • New member Jeremy Van Keuren representing the Mayor’s office.
      • Michael Mock is going to OMF, but will continue to serve on the Committee.
No changes to minutes
Art Alexander from BTS will serve as Team #7 Webmaster.
Customer Service Survey:
  • Cindy Dietz handed out the draft of the Customer Service Survey.
  • Discussion by committee on content and changes
  • The committee agreed to send out the draft to all Team #7 members asking for edits, format and other changes with a deadline of 3:00pm on 8/8/05
      • Goal is to send the survey out to Bureau Directors 8/9/05          
Customer Service Expectations:
Committee approved final draft
Staff Workplace Aspirations:
Committee approved final draft
Team #7 Presentation:
Bonnie, Carol, Michael will give presentation to BIP Implementation Team on 9/1/05 .  (Subsequent to our meeting, this was reschedule to Oct. 6 in order to provide more time to prepare and respond o the survey.)
Our web page is now up.  If you see anything that needs changes to website, contact:   Bonnie, Carol, Art, or Michael Mills
Discussion on customer (citizen) survey on web:
        • Where best to place it?  Options for different bureaus.  Response to bureau survey will help guide us.
        • Check with Auditor’s Office: Michael Mills will make contact with Auditor Service’s staff to provide information on their survey and how we might wish to proceed. 
        • Drummond Kahn will be invited to visit with Team #7 for ideas.(He is out of office, but someone should come.)           
        • Standardization:
Community Governance:
John Dutt
Spoke about the Team #7 and Community Governance:
     Need to have community involvement/input
How, when will we accomplish this? 
Michael Mills:
Do we make contact with public and seek input?
Should this come from Mayor?
John Dutt:
We should make contact with the public, then take recommendations to the Mayor.
M. Mock:
Survey citizens on their thoughts of the work we have done so far         
Post on web and get feedback via web
Can we put citizen volunteers on our committee?
(We can add a few more members to the team.)
More feedback/input the better
Discussed other options for feedback: mailers, inserts, etc.
Align city services with citizen wants – not just the activist community
Should we have some “front-line” staff attending our meetings?
General discussion followed
Committee agreed to add several front-line citizens to the committee.
Team members (each one) needs to provide 1 to 3 names of front-line staff members to Michael Mills by 8/15/05.  Let him know which one is your recommendation for the Committee.
Next Steps:
·        Provide alternatives for BIP Implementation Team Meeting.                         (10/6 accepted)
·        Need for citizen review
·        Have Drummond Kahn attend next meeting
Next Meeting:  Next Meeting is scheduled for August 22
Labor Day meeting on September 5 is cancelled. 
September 19 will be only September meeting.