Bureau Mission, Goals, Values Statements and Workplans
The majority of City bureaus have incorporated customer service as an important element in their Mission, Goals and Values Statements and some have incorporated specific customer service goals in their workplans. Here is a sampling of a few of these bureaus policy documents:
Goals and Values are a nice, simple example of incorporating customer service elements.|
In 2011 BES updated its Strategic Plan which including a key value of providing responsive, cost effective and reliable services to our customers and equity as one of their 5 guiding principles.
Very clear and detailed customer service principles for Systems Development Division staff.
Includes Strategic Direction #1 - Relationship and Customer Service, which includes adoption of customer service training for all employees as well as improved communications with partners.
Three of BPS' 10 stated values are directly applicable to customer service including collaborative partnerships and responsive customer service.
Excerpt from 2008-9 Work Plan including explicit customer service goal and response time initiative. Office also recently designated a customer service representative to handle certain inquiries. Contact for more info: Kim Sneath, 503-823-4047
Adopted in 2009, includes vision statement with clear customer service elements.
Of their 18 goals identified, four (Goals 1,2,8 and 9) specifically pertain to customer service enhancement.
See Goal #8 in Business Plan - external and internal customers experience consistent, timely, quality customer service from all levels of the organization.
Adopts new Vision, Mission (Knowledgeable. Helpful. Responsive.) and Values. One of 4 stated values is Customer Focus.
Nice example of a one-page statement of belief guiding HR staff conduct with regards to customer contact.
Written policies for the office which address customer service provision of office walkins, phone and cable complaints coverage.
First listed value "manage with a customer focus". One of four major goals "Enhance customer service"
Quality Customer Service listed as first strategic theme!
#1 stated Value - Customer Focused!
Resulted in a new Service Goal!
Part of 2008-11 Strategic Plan established to provide common set of standards for service delivery.
Policy clearly defining staff expectations around communication responsiveness and professionalism.
Initiative includes important elements such as building relationships, improving accountability systems by developing customer service standards for employees.
Includes several customer service related goals: Goals 2.C, 4.B, 4.C, 4.E
Document to be acknowledged by all staff. #1 expectation is Customer Service!
Oldie but goodie - one pager detailing customer expectations for service.
Mission, Vision and Values and Strategic Plan incorporate customer service throughout
Vision, Mission, Values and strategic plan all reflect customer service as a top priority
The Water Bureau conducts annual analysis of progress made toward meeting service level indicators layed out in 2008-11 Strategic Plan
As of October 2010 the Water Bureau conducted an analysis of progress made toward meeting service level indicators layed out in 2008-11 Strategic Plan