Customer Relations

Customer Relations home page

Mission

To cultivate a partnership with our customers which ensures that the Bureau of Technology Services Information Technology Strategy and the Customer Business Plan is developed in an integrated manner. 

Objectives 

The Customer Relations Division works with the Bureau of Technology Services customers to identify business requirements in order to develop strategies and Bureau Specific Service Level Agreements aligned with their business needs. The responsibility of the Customer Relations Division is to:

1. Understand customers' business and key challenges;
2. Identify, define and gather customer business requirements when new technology solutions are required;
3. On behalf of the customer, represent and communicate the customer business requirements via the internal project request process;
4. Collaboratively develop technology work plans in coordination with the annual budget process;
5. Provide transparent and two-way communication and information sharing between BTS and its customers; and
6. Develop meaningful Bureau Specific Service Level Agreements.

Goals

The Customer Relations program supports the City goal to deliver efficient, effective and accountable municipal services as well as the Office of Management and Finance goal to maximize the cost-effective use of technology.