Customer Service Plan General Committee Presentation
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1 General Committee Presentation P R E S E N T E D B Y Rebecca James-Reid, Executive Director, Access Barrie Monique Kovacs, Manager September 8, 2014
2 and anda 2
3 What is customer service? Customer service includes any and all City Services that someone wants to. Pay for. Get Information about.request service for.register for.apply for Whether it s by phone, , in person, through social media or barrie.ca 3
4 Our Journey Studied the customer service models of 13 municipalities. Reviewed industry best-practices in both municipal & private sectors. Obtained public feedback from residents & businesses. Conducted focus groups with 40 front-line customer service staff and 19 Supervisors and Managers. Observed front-line customer service staff in action across the corporation. Launched an internal online Suggestion Forum to help identify quick wins for improving customer service. Consultation with Partners 4
5 What did we find? Satisfaction with City Services though high, has been declining (2013 Citizen Satisfaction survey). Enhancing online options & providing one phone number access are high priorities for residents & businesses (Oracle Poll phone survey). Strong support for one-stop service counter, particularly by the business community (Oracle Poll phone survey). All of the 13 municipalities studied have, or are moving towards, integrated one-stop service counters offering a full range of municipal services. There is a strong focus on customer service and recognition of its importance among City staff however they often face barriers that limit the level of service they are able to provide. 5
6 Our Current State s of addresses 40+ Phone lines 30+ Counters Inconsistent processes Lack of consistent tracking Over 21,000 s service requests Outdated systems Decentralized customer service 10,000+ permits, licenses applications & requests 6
7 Thanks to the new 7
8 Our Mission To build a customer focused organization responsive to the community where all staff understand and embrace their fundamental role as one of serving the Community. 8
9 Values & Goals Built on the Values of Knowledge, Respect, Timely, Accessible and Adaptable. Enhance customer service access options Create a customer centred culture Provide easily retrievable information for staff Update and enhance corporate customer service guidelines Provide technology solutions to monitor, track and analyze customer interactions and satisfaction 9
10 What s our solution? 10
11 We will... Create a Call Centre that merges 40+ existing phone numbers into ONE number. Enhance Barrie.ca and the number of online services. Provide a one stop customer Contact Centre. Provide enhanced City Services at Community Centres. Focus on 1 st contact resolution. Expand mobile solutions and leverage technology. Introduce a consistent corporate-wide tracking method. Create a centralized knowledge base. 11
12 Current Successes Enhanced services offered at recreation centres. Waste Diversion and Parking Permits The launch of the City s free mobile app, PingStreet. The Downtown & Waterfront Ambassador Pilot Program. Redesigned customer areas on the first floor of City Hall with enhanced directional signage. Front-line Legislated & Court Services staff are now commissioning court related documents. ROWA employees are moving to the first floor at the Operations Centre so they are more accessible to customers. The ability for customers to leave voic s after-hours. 12
13 Customers will experience Improved efficiency Improved quality Timely, responsive, consistent, easy service Convenience = Increased Customer Satisfaction 13
14 Putting the in motion The will be implemented in phases over the next 5 years Develop high Level Business Cases for resource identification Begin in-depth planning of individual components Week celebration Implementation of Quick Wins 14
15 Putting the plan in motion 2015 Detailed Business Cases developed Enhance website & online services Implement Call Centre start-up staffing plan, process design, KPI s Implement enhanced services pilot at Holly Centre Design new process for after-hours calls Develop customer service standards & guidelines 15
16 Putting the plan in motion 2016 Development & start-up of Contact Centre Introduce Customer Management Solution Introduce new channels of contact (web chat, texting etc.) Expand KPI s and track for performance Expand Community Centre pilot Increase online and mobile services 16
17 Putting the plan in motion 2017 and beyond Introduce and develop new services to be offered through the Contact Centre Continued enhancement of online and mobile services Explore partnership opportunities 17
18 Financial Implications Many competing projects & initiatives may impact timelines and phasing High Level Business Case for Dedicated Funding in 2015 Business Detailed Implementation (s) for initiatives identified as 2015 phase will be presented to Council for approval in 2015 Future funding requests will be through the Annual Business ning process 18
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