HomeMy WebLinkAboutAGENDA REPORT 1993 0421 CC REG ITEM 08KTO:
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Summary
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AGENDA REPORT
CITY OF MOORPARK
By
Honorable City Council
Mary K. Lindley, Assistant to the City Manager
April 16, 1993 (CC Meeting of May 5)
Moorpark Customer Service Program
People, whether as citizens or consumers, value quality in
services, programs and facilities. To that end, City staff has
been developing a customer service program. This program will
probably always be in development, since it must change to meet
changing needs. Some of the components of the program are
currently being implemented. This report outlines the development
and scope of the City's Customer Service Program.
Background
From its inception, the City has faced constantly increasing
service requests resulting from new and expanded State and Federal
mandates, as well as internally from an expanding population and
accompanying service increases. While we are aware of past
concerns about service, particularly in city regulatory areas,
overall, the City has a good record of service provision. The City
will continue to seek new customer service opportunities, in
addition to the program outline in this report, as a part of an on-
going process. Excellent customer service offers every citizen the
opportunity to feel part of a stable, secure organization. When
service quality falls, citizen approval and commitment falls with
it.
To assist with identifying important components of the customer
service program, the entire city staff was assigned to one of four
working groups. Each group was comprised of employees from
different city departments and different classifications. The
working groups met over a two month period and were tasked with
identifying areas in which the city could improve its service to
citizens.
Customer Service
April 16, 1993
Page 2
The suggestions developed by the groups were categorized as
external or internal. As you can see from Attachment "A ", the
suggestions listed under external directly impact and /or involve
the public. They include public opinion surveys, Town Hall
meetings, a volunteer program, and a streamlined planning process.
Those suggestions listed under internal directly impact the
internal flow and processing of information and interorganizational
relationships. Improving communication within and between
departments will improve staff's ability to function within City
Hall and to respond more effectively to the public.
Several of the suggestions identified by the working groups have
already been implemented. These include quarterly meetings with
all employees, an employee newsletter, new phone system, employee
recognition, an improved planning process, installation of a
suggestion box and additional management training. The others are
either in progress or will be in the near future. The most
significant of these is the citywide survey that will be
distributed as an insert in the Summer Recreation Brochure (see
Attachment "B "). This survey is designed to measure residents'
satisfaction with City services. It will also provide information
on the percentage of residents who work outside of Moorpark and
where, in the City, respondents live.
In addition to the suggestions developed by employees, the City had
recently taken additional action to improve customer service.
These actions have been folded into the customer service program
and include distribution of the Citizens Request for Service
publication to all Homeowner Associations and the Library, an after
hours answering service, monthly status reports to Council and an
improved planning process with an improved pre- application process
and fast -track approval process for specific projects.
Focusing on customer service will be an on -going effort on the part
of City employees. As needs arise, or in anticipation of changing
needs, the City organization will be prepared to flex and change.
Staff needs to be open to innovative ideas that will allow them to
better serve the residents of Moorpark. As additional suggestions
are implemented and when changes are made, staff will bring the
customer service program back to Council.
Recommendation
Staff recommends that Council receive and file this report.
CUSTOMER SERVICE
External
&i+c4c- Jr "A ,,
* 1. Annual citywide survey of residents to measure the
public's satisfaction regarding the City's services. To
be distributed with the Summer Recreation Brochure. See
Attachment "B".
* 2. "How are we doing" opinion card which provides immediate
feedback on the level of customer satisfaction with
staff's responsiveness (see attachment "C "), to be
completed by individuals who come to City Hall for
assistance. This effort to request feedback will include
telephone interviews of persons recently served by the
City to determine their opinions of the City's
responsiveness and related service criteria.
3. Get the public involved.
* A. Develop a volunteer program at City Hall. This
program would allow staff to delegate support type
work and focus on customer service. It will also
give residents who volunteer an opportunity to
experience how the City works.
• B. "Town Hall" meetings and citizen task forces to
address specific issues. Council has held one
"Town Hall" meeting to date and has scheduled
another five through the end of the calendar year.
These meetings provide an excellent opportunity for
an exchange of information.
* C. Annual City Hall Open House. Staff is in the
process of working with the Tenth Year Anniversary
Committee to plan the first Open House to take
place in June.
* 4. Citywide newsletter as a part of the recreation brochure
or newspaper insert. Staff has included citywide
information with the assessment district mailer. Pending
the 1993/94 budget outcome, additional consideration will
be given to this suggestion.
* 5. Better counter service, e.g., recreation registration,
streamlined planning and a fast -track process for
specific projects, and use of volunteers. Staff is in
the process of reviewing possible alternatives to
simplifying several counter transactions.
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* 6. Bring Engineering and Building & Safety office to City
Hall. This would reduce confusion and facilitate
communications. Staff is reviewing available space at
City Hall and the outcome of the 1993/94 budget may
impact the City's ability to implement this suggestion.
* 7. Improve the phone system. Council took action to
implement a new telephone system that would allow staff
to handle more calls and better direct inquiries. The
new system should be installed in May.
Internal
1. Information /Communication
A. Input /feedback
1. Monthly Department staff meetings. This is
currently being performed by each department.
2. Quarterly employee meetings. These quarterly
meetings are currently being facilitated by
the City Manager. Information is exchanged
about issues of interest to the entire staff.
Employees have an opportunity to ask questions
and express concerns. The last quarterly
meeting included a discussion on the 1993/94
budget, employee medical benefits and the
City's Redevelopment Agency.
3. The timely sharing of information from the
Secretary and In -house Management meetings
with other staff. This exchange of
information is currently taking place at
monthly department meetings.
B. Employee newsletter. The Administrative Services
Department is currently facilitating the production
of a monthly employee newsletter. Employees are
encouraged to submit information for inclusion in
the newsletter.
C. Inter - departmental
* 1. A "Calendar of Events" is currently being
developed which will facilitate the
coordination of City events to prevent
conflicts and duplication. Information
regarding other major events in the City will
also be requested from MUSD and the Chamber
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and included in the calendar.
* 2. Consistent policies and procedures. Staff is
currently umioping a foadt for writing City
and department policies to provide
consistency.
• 3. Distribute and post annotated agenda from City
Council Meetings which provides employees with
easy access to information about actions taken
by City Council.
• D. The Monthly Status report to City Council is
distributed to all departments.
• E. A suggestion box was installed in the employee
breakroom to facilitate communication.
• 2. As a means of improving morale and awarding excellent
service, the City currently recognizes its employees in
the following areas:
A. Exceptional service (The Employee of the Month
program is currently undergoing revisions to
maintain its original focus).
B. Years of service. Employees are currently
receiving a City mug upon completion of one year of
service and a paper weight upon completion of five
years of service. Additional years of service
awards will be developed as necessary.
C. Safety and others. All City employees were
recently recognized for their outstanding efforts
in the area of safety. The City did not experience
lost work hours during the last five months due to
work related injuries.
* 3. Manage workload - develop finite and defined objectives
with clear priorities. Staff is currently focusing on
new objectives for 1993/94 and identifying on -going
responsibilities.
* 4. Improve phone system, better copiers. The new telephone
system should be installed in May and consideration of a
new copier will be given during the 1993/94 budget
process.
5. Develop more decision making authority for Dept. Heads.
This effort should help streamline the flow of work. The
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A ftJnme_4 "C "
Please Tell Us How We Are Doing
Public Opinion Survey
Service /Information Request:
(Tree removal, recycling, recreation classes, etc.)
Department Responding to Request: -
(Which department did you contact ?)
Administration - Business license, Parking citations, etc; City Clerk - City Council, Ordinances, etc; City Manager -
Recycling\ Trash, Transit, etc; City Engineer - Building and Safety, Inspections, etc; Community Development -
Planning, Code Enforcement, etc; Community Services - Parks, Recreation classes, Senior Services, etc; Public Works
Graffiti removal, Streets, Traffic signs, etc; and Moorpark Police Department.
1. How pleased were you with the City's response to your recent request or inquiry? (Circle one answer.)
Very Pleased Pleased Satisfied Displeased Very Displeased
1 2 3 4 5
2. How pleased were you with the helpfulness of the city emoloyee who initially responded to your recent request
or inquiry?
Very Pleased Pleased Satisfied Displeased Very Displeased
1 2 3 4 5
3. In general, how pleased were you with the city services you received during the past year?
Very Pleased Pleased Satisfied Displeased Very Displeased
1 2 3 4 5
Comments/ Suggestions
Please list any suggestions that could help us serve you better in the future.
We would like to respond to all of your concerns. If you wish for us to do so, please fill out the information below,
and a city staff member will contact you.
Name:
Address:_
Day Phone:
THANKS FOR HELPING US SERVE YOU!
7. General Background Information continued:
D. In what area of Moorpark do you live? (Please circle)
Campus Park/ Varsity Park, Downtown, Mountain Meadows, Peach Hill, Villa Del Arroyo,
Virginia Colony, Walnut Canyon, Gabbert Road, other
Comments/ Suggestions
OPTIONAL:
It you would like the City to respond to your comments, please complete the information below, and a city staff
member will contact you, or you may call the City Manager's Office - 529 -6864, at your convenience.
Name
Address:
Day Phone:
THANKS FOR HELPING US SERVE YOU!
Please fold and mail (or drop -ott) survey to_
City Manager's Office
Moorpark City Hall
799 Moorpark Avenue
Moorpark, CA 93021
printed on recycled paper
STAMP
A f'uc)% vreAl r 6
We Want to Hear From You
City of Moorpark
Community Survey
1. Please indicate your level of satisfaction with the following City services or programs: (Please circle)
Very Pleased Pleased
Satisfied
Displeased
Very Displeased No Opinion
1 2
3
4
5 6
Park maintenance
1
2
3
4
5
6
Adult recreation programs
1
2
3
4
5
6
Youth recreation programs
1
2
3
4
5
6
Senior services
1
2
3
4
5
6
Recreation brochure
1
2
3
4
5
6
Residential garbage collection
1
2
3
4
5
6
Residential recycling program
1
2
3
4
5
6
Street sweeping service
1
2
3
4
5
6
Street maintenance and repairs
1
2
3
4
5
6
Street lights maintenance
1
2
3
4
5
6
Traffic signs and signals
1
2
3
4
5
6
Crossing guards
1
2
3
4
5
6
City bus service
1
2
3
4
5
6
Metrolink train
1
2
3
4
5
6
Traffic enforcement
1
2
3
4
5
6
Police protection
1
2
3
4
5
6
Graffiti removal
1
2
3
4
5
6
Special events (easter egg hunt,
1
2
3
4
5
6
Citizen Link computer information
1
2
3
4
5
6
Business registration
1
2
3
4
5
6
Code enforcement
1
2
3
4
5
6
Building permits
1
2
3
4
5
6
Planning
1
2
3
4
5
6
Trees/ parkways/ medians
1
2
3
4
5
6
Other
1
2
3
4
5
6
2. From the services listed above, which five (or others not listed) do you consider as the MOST important?
3. From the services listed above, which five (or others not listed) do you consider as the LEAST important?
4. What do you like most about living in Moorpark?
5. What do you like least about living in Moorpark?
6. Do you feel that city government is doing an EXCELLENT, GOOD, POOR, or VERY POOR job in communicating with
residents? Any need for improvement? - If so, please describe
7. General Background Information:
A
B
C
How long have you been living in Moorpark? [# of years]
Do you rent or own your residence? _
In what city are you employed? Spouse?
next page...
City Manager, in conjunction with staff, will continually
work to identify areas of decision making authority.
• 6. Employee training and formal new employee orientation.
In January, management staff participated in a half -day
training session which focused building an awareness of
seeing residents as customers and creating an environment
that is open to innovative customer service ideas.
Additional training will be provided to all City
employees in the following areas:
KEY
A. Emphasis on customer service.
B. Training to enhance specific job related skills,
e.g., Business English, time management and
organization, budgeting strategies, etc.
(•) denotes actions which have been implemented
( *) denotes actions currently being developed
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