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The City of Portland, Oregon

Office of Management & Finance

Trusted partner, creating smart solutions for the City and our community.

main: 503-823-5288

Revenue: 503-823-5157

1120 SW 5th Ave, Room 901, Portland, OR 97204

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2008 Technology Services Supplement

ACTIONS the Bureau of Technology Services (BTS) has already taken to improve customer service:

  • Reorganized BTS with the focus on building a culture of responsive customer service
  • Appointed an interim Deputy Director to focus on executing customer service initiatives while allowing the CTO to focus on the successful delivery of critical technology projects.
  • Formed a customer advisory committee to increase transparency in how BTS delivers and charges for service and to collaboratively begin to align IT services with customer business needs and priorities
  • Implemented processes and tools to effectively track customer requests and reduce the number of dropped balls
  • Stock PC inventory onsite to reduce the delivery time for new and replacement pc and laptop computers
  • Redirected Technology Business Consultant (TBC) to add value by understanding customer business needs and defining service level expectations
  • Implemented additional performance metrics to measure service delivery output and effectiveness

ADDITIONAL ACTIONS BTS will be taking to continually improve customer service:

  • Replacing our antiquated Help Desk Call Tracking System (Remedy) with an improved product (Altiris) that aligns with industry best practices
  • Soliciting feedback from customers through a brief survey upon closure of all Help Desk support incidents
  • Providing front line staff with formal customer service training