Organizational Excellence

Be an innovative, effective, engaged, and transparent organization focused on quality programs and services.

Goal 1, Objective 3

Establish expectations and performance measures for customer service for all County departments.

Updated: January 2024

Summary of objective implementation status (achievements or progress over last year; significant delays or issues, etc.)

The first milestone of this project is to review the results of the community satisfaction survey (Organizational Excellence objective 2.1) to better understand how the community interacts with County departments. These survey results were presented to the Board of Supervisors in May 2023. Staff have also begun researching customer service metrics and best practices in other jurisdictions.  Over the next year, staff will develop customer service metrics and identify strategies to improve countywide customer service performance.

Key milestone update (include relevant metrics, if applicable)

·         Review results of community satisfaction survey (OE-2.1) for feedback/results to inform development of customer services standards.

COMPLETED – May 2023

·         Survey Departments to identify types of customer interactions, current customer services standards and metrics in use at the department level.

January 2024

·         Establish County working group to review data and identify any gaps.

January  – July , 2024

·         In coordination with County workgroup, research Customer Services Best Practices in other Jurisdictions

August  – December , 2024

·         Determine need for engaging services of an outside vendor to establish metrics/standards/goals

December, 2024

·         Develop and communicate customer service standards and metrics

January, 2025 – December 2025

·         Conduct training on measurement tools and begin tracking data

January, 2026 – March, 2026

·         Develop needed ongoing training curriculum

December 2026

·         Create process for annual reporting on metrics

December 2026

Coordination and partnership update

Not applicable

Community, equity and climate update

The Office of Equity will be consulted in the development and implementation of customer service standards and metrics. 

Funding narrative (If this objective received Strategic Plan funding in year 1 or year 2, please provide a status of expenditures to date.)

No additional funding is needed for the initial phase. Staff will consider whether a consultant is needed to assist in the development of metrics as well as potential costs around data collection or training.  If necessary, staff will look to identify available funding sources.