Customer Service Program Efforts
In 2003 the Bureau of Development Services created a Customer Service and Public Information Program to help resolve complex customer assistance inquires and to identify and implement program and process improvements|
With growing neighborhood concerns about single-dwelling infill development BDS initiated a desing competition to improve the quality of such development.
Leadership standards which set the standard for customer service.
BDS implemented this program to reach limited English speaking customers with information about the need for an value of permits, how to avoid common building and zoning issues, and programs and services that the bureau offers to assist customers.
The Bureau of Development Services created a central outreach program to coordinate participation in presentations and other community activities to enhance community education.
New process for ensuring successful partner issue resolution instuted in 2009
The Curbside collection e-schedule with the ability for sucomers to sign up for garbage day reminders was implemented as a customer service improvement initiative and already has over 5000 subscribers.
Good example of community outreach to assist in formulating city policy. Examples include public forums, an online survey and independent research.
Adopted document that specifically identifies customers and specific methods in place to ensure high quality customer service.
In 2005 and again in 2011, Portland Fire & Rescue (PF&R) was directed by City Council to conduct a study to evaluate its fire, rescue and emergency services resource allocation and service delivery methods. For more info contact Aaron Johnson 503-823-3383
OMF focused reviews explore and compare best practices, rates, customer service, and organizational structure for discrete administrative service areas. This ongoing effort ensures continual improvement in our services.
Spells out clear expectations for employees with regards to timely response to customer inquiries.
Launched Spring of 2009 with the help of a grant from the Sloan Foundation to let community members communicate their park concerns or compliments directly to a Portland Parks & Recreation supervisor
Establishes effective procedures for involving community in PP&R projects and initiatives.
2011 implementation to better convey public information and conduct engagement with the community.
To fullfill a frequently requested service the bureau added additional online services in 2009
In 2008 the Water Bureau implemented The Water Line as a single point of contact for customers who are experiencing water quality or pressure issues. In 2009, 2599 calls were logged. Water Line call info is used to inform operational decisions.
In 2008 the Water Bureau implemented a Water Line, 503-823-7525, as a single point of contact for customers experiencing water quality or pressure issues. In addition they have restructured their Website and expanded online bill pay options.
Bill of Rights document that guides training and evaluation efforts across the Bureau.