DEPARTMENT OF RECREATION AND PARKS: COMPLAINT COLLECTION EFFORTS

2-E

Problem Identification:
Complaints regarding the condition of the Department’s parks facilities are not recorded or responded to in a systematic fashion.

Recommended Action:
Establish a database to log and track citizen service complaints and designate a unit within the Director’s Office to oversee and coordinate Department responses.

Classification:

Service Improvement

Functional/Operational Area:

All Departmental Operations

Estimated Annual Impact:
Cannot be Estimated

Estimated Implementation Costs:
None

Barriers to Implementation:
In the current absence of computer networking between Departmental facilities, some type of partially manual process will need to be developed and implemented. Maintenance of the City’s park areas is currently managed by the Department of Public Works and the necessary response protocols would need to be established.

Projected Implementation:

60 days to create and implement a complaint tracking and resolution process.

Next Steps:

Create a complaint tracking form that allows the Department to record and track critical complaint information. Establish written automatic protocols with the Department of Public Works to ensure rapid responses to service requests.

Analysis:

The Department must take steps to develop a customer-focused operational orientation. A complaint log will assess how well the Department is delivering its services to city residents and will help determine if standards of operation are being maintained. This information should be regularly tracked, reported, and analyzed as part of the Department’s comprehensive performance measurement program (see recommendation 8-A).