Executive Strategic Planning Team

1. Executive Strategic Planning Team Customer Service Operations Policy Plan

2. To become a high performing, customer-focused organization. Customer Service Operations  Policy Statement

3. To become a high performing, customer-focused organization Objective Catalyze department heads as change agents for improved customer service. Action Steps Involve department heads in analyzing and interpreting Disney�s Inside the Magic Kingdom and other best practices organization concepts as a model for excellent customer service. Develop appreciation of these concepts for City of El Paso government. Devote a minimum of two days a year for managerial training on customer service.

4. To become a high performing, customer-focused organization Objective Discover the base line public perception of current City services and develop instruments for ongoing public surveys of service. Action Steps Citizen Customer Service Survey to be conducted by OMB and UTEP to assess awareness, utilization and satisfaction with city services. Proactively initiate customer service satisfaction feedback queries; such as survey cards at public service counters, online accessibility; telephone and email follow-up; secret shopper program.

5. To become a high performing, customer-focused organization Objective Develop and enforce core service and customer service delivery standards throughout the City, establishing performance measures that determine quality and effectiveness. Action Steps Develop global standards for customer services and department specific standards tailored to City departments. Train staff to meet these global and department specific standards. Review the City�s strategic plans, departmental mission statements and goals, legal mandates and the City Charter to identify critical core services and programs, as well as barriers to high performance. Utilize benchmarking to compare outputs and/or outcomes to other cities, agencies or internal divisions.

6. To become a high performing, customer-focused organization Objective Develop a customer service mission statement that embraces the core values of the City: Excellence, Integrity, Respect, and Accountability Action Steps Develop a proposed mission statement based on focus group ideas/themes. Utilizing professional services to assist process. Seek council ratification of final recommendation, and widely publicize the new mission statement.

7. To become a high performing, customer-focused organization Objective Launch an external campaign to promote excellent City customer service as part of the City�s marketing and image strategy. Action Steps Distribute a monthly community electronic newsletter, �The City Beat�, highlighting major issues, community meetings and important services and initiatives. Air a bi-weekly news show, 30 minutes in length, called �The City Beat� on Time Warner Cable focusing on informing the community to city services, new facilities and information on utilizing city services. Secure professional services to develop an information marketing campaign to showcase the City�s commitment to service.

8. To become a high performing, customer-focused organization Objective Implement a customer service element to our pre-employment selection process, particularly for those jobs that require extensive customer service contact. Action Steps Include customer service skills in the City�s job selection, eligibility rating and placement process. Develop a testing instrument that will measure customer service skills and abilities.

9. To become a high performing, customer-focused organization Objective Redesign new employee orientation to spotlight customer service as our reason for being. Action Steps Explore a two-day new employee orientation session; focusing on administrative orientation issues the first day and a concentration on training employees on public expectations of City services and their roles associated with that as well as employee expectations of City employment. Involve department heads and senior management staff in the orientation of new employees on a rotating basis throughout the year.

10. To become a high performing, customer-focused organization Objective Substantially expand ongoing customer services training, reaching all City employees to establish all staff members as City of El Paso ambassadors. Action Steps Bring in outside contract training and organizational development expertise to assist in designing and delivering a more comprehensive customer service curriculum. Review and expand existing programs. Expand access to online training opportunities, develop new and expanded informal training programs. Redesign employee evaluation to include customer service. Maximize technology to measure customer services efficiency.

11. Questions and Comments Customer Service Operations Policy Team