The Tools For E.S.D-Excellence In Service Delivery

1. The Training Tree, Inc. Presents a Customer Service and Performance Enhancement Pilot Program The Tools For E.S.D-Excellence In Service Delivery

2. What is E.S.D?Excellence in Service Delivery • Opportunity for Analyzing Our Processes and Service Delivery • Done By Each Department At Their Own Pace • Can Include A Multitude of Possibilities

3. Shopping Our Services Analyzing and Refining Our Processes Focusing On Best Practices and Adapting Them To The Maitland Experience Never accept the status quo as good enough! Ongoing process of looking at improving and revitalizing our service value. How Do We Stay Ahead Of The Curve?

4. Lean on Technology Outdistance Expectations With Innovations Willing To Take Calculated Risks Instill A Quality Culture Develop Customer Relationships Provide a Quality Service Experience “The Race For Quality Has No Finish Line!” How Do We Stay Focused on Success?

5. Developing A Marketing Priority Employees Get The Word Provide Training Developing a “Have To “ obsession over a “Want To” mentality

6. Leading The Charge Encourages risk taking. Invest in those things that will have a major impact. Avoid wasting time on goals that will make an insignificant difference.

7. Leading The Charge Learn how to master change-Generate a creative climate conducive for growth. Develop a new sense of mission & get passionate about exploring uncharted directions. Determine what kind of training is needed

8. How Do We Get Input? Focus Groups Customer Surveys Brainstorming:Harnessing The Creativity Shopping Our Services Auditing Ourselves Excellence in government comes from responsive and innovative strategies in meeting and exceeding citizen needs!

9. How Do We Get Personally Prepared? Invest in yourself. Develop additional knowledge & skills that will increase your value. Attend workshops, read widely both in your field & others

10. How Do We Get Personally Prepared? Get on the Web & do some serious research & associate with people who stimulate your thinking & creative powers. Make a vigorous effort to impress every customer you have. Ask yourself this Robert Schuller question: "What one great thing would you do if you knew you could not fail?" Then do it.

11. Put Service Delivery First! Write a department mission statement that includes a pledge to enhanced service delivery. Make your expectations clear. Add a customer service section to staff evaluations.

12. Put Service Delivery First! Establish response standards. Example: Inquiries must be responded to within 24 hours. Address both people and process components of service delivery. Raising the bar takes a committed total effort.

13. Each Department Creates It’s Own Environment! 1.  Make Lasting First Impressions.         2.  Ask the Customer.             3.  Give Them Added Value.  

14. Each Department Creates It’s Own Environment! 4.  Measure What’s Relevant.  5.  Show Appreciation.  6.  Obsession with Progress.  Make it a core value to focus on remaining ahead of others in the providing of services and managing expectations of citizens.  

15. Each Department Creates It’s Own Prescription Every Year! • Yearly Strategic Action Plan For Initiatives • Using Each Other As Resources • Incorporate The Concept In The Organization’s Culture

16. The Future Is Up To You! • Pilot Participants • Creating The Vision Within Each Department • Structuring A Process To Become Part Of Culture