BUREAU INNOVATION PROJECT #7
August 22, 2005
Introductions: Michael Mills, Carol Stahlke, Art Alexander, Cindy
Dietz, Stan Grubbs, Debra Humphreys, Jeri Jenkins, Gordon Johnston, Sue
Klobertanz, John O’Donovan, Shawn Rogers, Judy Tuttle, Jeremy Van
Guest Speaker: Ellen Jean – Principal Management Auditor
Minutes: Correction of date to August 8th minutes
other changes needed
Presentation: Date is set for October 6, 2005 for BIP Team #7 to present the results of
the Survey. (Submission Due: Monday, Sept. 26)
Frontline Staff: The invitation is still open to front line staff
interested in being part of the committee. David Muir is unable to attend
today. If you know someone valuable please let one of the 3 co-leaders
know. We can also add them to our mailing list and they can comment via email.
Survey: Ellen Jean gave a presentation of how the Auditor’s
office surveys for public satisfaction. She gave examples of how to
measure citizen satisfaction on Government performance. This is the
biggest survey the Auditor’s office sends out annually. Quantity and
methodology make this a reliable tool; this survey trend date is 15 years.
Completed by household, random, 3 mailings, designed to be optically
scanned. This survey has a 40% return rate. Normally mail out 10,000
surveys this year they are sending 65,000. Starting to receive responses
now. This survey is essentially fixed.
Discussion: Ellen stated she is not clear what type of survey we
want to do. There are Bureaus that already conduct surveys. So that
might be a good place to start. Identify whom we want to target or “define
Sue Klobertanz Perceptions have to be dealt with first or the results
will not be accurate.
Art Alexander Look at what happens over time, cannot rely on one
survey. We are establishing a tool for long-term guidance of the City making the
commitment to guiding this over time.
Judy Tuttle Surveys online can be cumbersome. It is difficult to
get people to register online.
Example: State of
Satisfaction in Oregon State Government” All State Agencies are charged with
completing the Satisfaction Survey, all agencies must ask 12 specific questions,
collect the data and then report on it.
Cindy Can we add questions to the Auditor’s survey to get our
Ellen Jean One would have to ask about 4 –5 questions, to get us
the results on courteousness, promptness, timeliness and knowledge, and identify
the agency location.
Sue Klobertanz First we need to define customer service
Timeliness, courteous, efficient, knowledgeable?
Judy Tuttle What is the value of service?
we want “results” or “indicators”
The State of
report will help define.
Art Alexander Customer Service is defined in our
Gordon Johnston Will need to have a neutral clearinghouse for
compiling results, keep out of the bureaus hands.
Ellen Jean The Auditor’s office results will be compiled by
November, and we can get a copy.
Summary The most valuable survey tool for gathering useful
information on Customer Service appears to be Bureau specific surveys that have
some uniformity (including specific required questions) that would be conducted
on a random basis or other scientific basis. Self selection or online plus
surveys do not provide enough accuracy by which to base customer service program
Survey Review: Cindy reviewed the rough draft of the bureau
survey. There have been drop downs added to make it easier to answer,
another way to ensure a response.
will have follow up messages. Per Ellen they follow up at least three
times. Cindy explained we will be able to collect the data and enter into
an excel spreadsheet.
Create a sub-group to complete the analysis. Identify group of questions
each person reviews. Cindy will be talking to
to get the survey on
line. This will be ready to go this week.
Next Steps: Cindy will meet with Debra and Carol to identify
sub-group. Will need point person for all responses as they come in and to
send reminders near deadline.
Agenda items for
September 19th : Survey
Finalize "Customer Service Improvements and Community Governance" document
Representative to speak on customer service skills in hiring process
to BIP Group Oct. 6 (Submission Due: Monday, Sept. 26)
Customer Service Review (Prior to meeting, see:
Future Agenda Items
Next meetings: Oct. 3, Oct. 17, Oct. 31.