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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

BIP #7 Team Update as of October 4, 2005

1) We are still completing the analysis of the customer service survey that was sent out to all bureaus, but that we believe it will show a range of customer services policies and procedures in the bureaus from those with no written policies or statements, to those who have well developed plans.
2) We are anticipating that we will bring forward recommendations related to requiring each bureau to develop written customer service policies, survey for customer service satisfaction annually using standardized elements to all bureau customer surveys to assist with measuring and tracking, potential inclusion of customer service questions in SEA survey, increased training opportunities for customer service employees, job descriptions reflecting KSAs related to customer service, and authorizing front line employees to resolve complaints.
3) Structural implications of implementing the above recommendations would be minimal at the bureau level, but would require Council direction to bureaus to require compliance.
4) It is known that there would be budget implications associated with increased training, and for annual surveys. Since the Committee has not, at this point, determined their final recommendations, they have not yet discussed overall financial impacts to implement.