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HomeMy WebLinkAboutResolution 2488 ~ . RESOLUTION NO. 2488 . CITY OF MOUNDS VIEW COUNTY OF RAMSEY STATE OF MINNESOTA RESOLUTION ACCEPTING RECOMMENDATIONS OF CUSTOMER RELATIONS TASK FORCE AND COMMENDING MEMBERS WHEREAS, the Customer Relations Task Force made up of employees from each of the City's Departments was appointed in November of 1988~ and WHEREAS, the charge of the Task Force was to develop a list of recommendations and standards for improving the customer relations skills of City employees~ and WHEREAS, the members of the Task Force were: Jack, Chambers, Police Department Bill Hanson, Public Works Department Kitty Hickok, Finance Department Sharie Linke, Parks, Recreation & Forestry Dept. Pat Michna~ Police Department Michele Severson, Administration Department Jim Tobias, Building Department~ and . WHEREAS, the Task Force submitted eight recommenda- tions for implementation with seven addressing changes in operational procedures and one recommending physical modifi- cations to the City Hall building~ and WHEREAS, the Mounds View City Council has reviewed the report of the Task Force which is attached hereto and made a part hereof. NOW, THEREFORE, BE IT RESOLVED that the City Council of the City of Mounds View accepts the report of the Customer Relations Task Force and commends its members for their outstanding service. BE IT FURTHER RESOLVED that the Clerk-Administrator is directed to implement recommendations 1 thru 7 in whatever manner is appropriate and to submit a cost analysis for implementation of recommendation number 8 for further consideration by the City Council. Adopted this 22nd day of May, 1989. (SEAL) ATTEST: . . . . RECOMMENDATIONS FOR IMPROVING CUSTOMER SERVICE IN THE CI1Y OF MOUNDS VIEW Prepared by the CUSTOMER RElATIONS COMMITfEE CITY OF MOUNDS VIEW Jack Chambers, Police Dept. Bill Hanson, Public Works Dept. Kitty Hickok, Finance Dept. Sharie Linke, Parks, Recreation & Forestry Dept. Pat Michna, Police Dept. Michele Severson, Administration Dept. Jim Tobias, Building Dept. APRIL, 1989 . . . : INIRODUCTION AND BACKGROUND This report is the outcome of the of the City of Mounds View's Customer Relations Committee. This group consisted of employee representatives from all departments and was assisted by an outside consultant. The Committee met from November, 1988, through March, 1989, discussing committee members perceptions of customer service levels in the City. Generally, the Committee determined that employees of the City of Mounds View are doing a good job serving their customers. The recommendations offered are intended to help make customer service even more effective, building on a foundation that already appears to be quite firm. RECOMMENDATIONS 1. IT IS RECOMMENDED THAT: An individual should be at the front rec~tionist desk at all times to greet customers and answer incoming telephone calls. Continual coverage of the front desk provides customers with fast and efficient assistance; both in-person and telephone callers. 2. IT IS RECOMMENDED THAT: Individuals leaving the City Hall premises inform another individual within their department when they leave and expect to return. Customer questions may be answered by other department personnel or customers may be given specific information regarding return calls when interdepartmental communication is enhanced. 3. IT IS RECOMMENDED THAT: Telephones are answered in no more than three rings and that incoming telephone calls are answered in the following manner. "City of Mounds View. how may I direct your call?". The City receives many telephone calls each day. The receptionist may not be able to answer all the incoming calls within three rings. All employees are encouraged to answer the incoming telephone calls when the receptionist is unable to answer. . . . -2- 4. IT IS RECOMMENDED 'mAT: Incoming Police Department telephone callers should be asked if it is an emergency. If so. they should be asked to call 911. If they are unable to do so. a Police Department employee should be told immediately what line the call is on. IT IS FURTHER RECOMMENDED 'mAT: Non-emergency Police Department telephone callers be given the direct Police Department telephone number. 784- 3771. The Police Department has recommended that emergency calls be referred to 911 because of a faster response time. 5. IT IS RECOMMENDED 'mAT: A large. current area map of the City of Mounds View and surrounding- areas be displayed in a location convenient to both customers and staff. Provision of this map will allow staff members to give directions to customers. 6. IT IS RECOMMENDED 'mAT: A large. reusable calendar be displayed to inform staff of daily activities in the City. Installation of this calendar will allow staff members to mOre accurately give infonnation to customers regarding upcoming City activities such as committee and council meetings, recycling days and special city events. 7. IT IS RECOMMENDED 'mAT: New employees be assigned an interdepartmental representative to familiarize them with the operation of the City of Mounds View by introducing them to other staff members. touring the facilities. and going over the general policies and procedures. New employees will benefit from the experience of the other employee and the customers will benefit from having a well-informed new employee assisting them. . . . ,. -3- 8. IT IS RECOMMENDED THAT: Modifications be made to the City Hall en1ly by addinr two 6 foot wing walls on both sides of the entry. It is also recommended that window coverings be installed on the windows. Customers should be provided with a comfortable area with chairs and tables to wait for appointments with City staff members. Individuals waiting to meet with members of the Police Department must also be provided with privacy due to the nature of many of appointments. It should be noted that these modifications to the City Hall enttyway are in compliance with City building codes and provide adequate exiting areas. (See Appendix A). . , . ~ " .J APPENDIX A . MAIN LOBBY MODIFICATIONS ~\~ ~--- !J1AI}l EXIT Ii II ~ !,S '" I, . EX I SillJ(rS) lVr'oOOw~ ru~~-~~"~~-- I ~ WAI-r/,J(Z. I \t) AE<E ~ PIfo(Jo~O [,Jtp ~ WALL. N ~~I I ~WrS~ I 1 I i ~O. , ! ! ~---~----- '" I5'P1RAP~ It) ~ a~CJ}J<JJI..I a/lA~8E2S ~ ~, .f\ u Tl-- ~ \'. '\. !fXlST"/ AJ6. 1111 WAl.L J. .