CSD-19-002 - Corporate Customer Service Review

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REPORT TO: Council Strategy Session DATE OF MEETING: March 4, 2019 SUBMITTED BY: Jana Miller, Director, Corporate Customer Service, 519-741-2200 ext. 7231 PREPARED BY: Christine Baker, Supervisor, Customer Experience, 519-741-2200 ext. 7328 WARD (S) INVOLVED: All DATE OF REPORT: February 27, 2019 REPORT NO.: CSD-19-002 SUBJECT: Corporate Customer Service Review __________________________________________________________________________________________ RECOMMENDATION: For discussion only: The draft recommendations contained in Appendix A are based on a detailed review and analysis of input received from more than 3,500 citizens and 1,700 staff. The recommendations to reduce red tape and improve e-services are ambitious bodies of work to be undertaken with limited staff resources. To help staff prioritize implementation of those specific recommendations: A) When you look at the list of red tape reviews included in Recommendation #8, what are your highest and lowest priorities? B) When you look at the list of e-services included in Recommendation #10, what are your highest and lowest priorities? EXECUTIVE SUMMARY: As part of our continuous improvement efforts, from December 2017 through August 2018, the City conducted a comprehensive Customer Service Review as a way of determining successes and needed improvements. Through that review, City staff engaged more than 3,500 citizens about their service experiences and expectations with the City through a statistically-representative phone survey, an online survey, a social media campaign, comment cards and surveys completed in person with a street team at City facilities and events. Additionally, the review engaged more than 1,700 City staff through an online and paper survey to all staff, divisional staff interviews and staff workshops. *** This information is available in accessible formats upon request. *** Please call 519-741-2345 or TTY 1-866-969-9994 for assistance.