INFORMATION TECHNOLOGY: CUSTOMER SERVICE CENTER
The processing and tracking of requests for service throughout the studied departments is inconsistent and unreliable. There are no clear ways for citizens to contact the City to submit requests for services or obtain status information for requests previously made. IT help desks within the departments are largely manual or use systems that do not interface with other city departments, even though these departments need to support each other.
Estimated Implementation Costs:
Barriers to Implementation:
This recommendation transcends IT service and is targeted at developing a strategic plan for customer service for internal and external customers. Key requirements of this customer service function are:
– It must be a single, integrated function;
– There must be multiple methods for requesting service such as phone, voice response units, Internet access, intranet access, and in-person contacts;
– Service requests must be tracked; and
– Performance of service providers must be measured and analyzed.
In order to create an effective customer service operation:
– A strategic vision for city customer service must be developed which encompasses service to both citizens and internal customers;
– A service culture must be developed within City departments;
– Performance expectations for service providers must be developed and communicated; and
– Appropriate technology must be implemented to provide the foundation upon which to build this capability.