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
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.