CC SR 20161220 D - Customer Service SurveyRANCHO PALOS VERDES CITY COUNCIL
AGENDA REPORT
AGENDA DESCRIPTION:
MEETING DATE: 12/20/2016
AGENDA HEADING: Consent Calendar
Consideration and possible action to approve a customer service survey.
RECOMMENDED COUNCIL ACTION:
(1) Approve a customer service survey that will be provided to customers who
interacted with the City during 2016.
FISCAL IMPACT: $3,500 will be absorbed in City Administration budget. The cost
includes producing and mailing out the survey (with return postage).
Amount Budgeted: $0
Additional Appropriation: $0
Account Number(s): 101-1005-411-55-00
ORIGINATED BY: Ara Mihranian, AICP, Director of Community Development.
REVIEWED BY: Gabriella Yap, Deputy City Manager '
APPROVED BY: Doug Willmore, City Manager; Ifll, '
ATTACHED SUPPORTING DOCUMENTS:
A. Customer Service Survey (page A-1)
B. City Council Policy No. 2 (page B-1)
DISCUSSION:
The City prides itself on providing outstanding customer service that sets itself apart
from other cities and wants to continue to find ways to improve. The City intends to
achieve a higher level of customer service by implementing a new "world class"
customer service program in 2017. In order to establish a baseline that assesses the
current level of customer service provided to the community, a customer service survey
has been prepared by Staff (Attachment A). Pursuant to City Council Policy No. 2
(Attachment B), any City survey provided to the public shall first be approved by the City
Council. Thus, Staff requests that the City Council approve the attached customer
service survey.
The survey will be mailed to individuals on record who interacted with the various
departments at City Hall in 2016 including, but not limited, to Community Development,
Public Works, Recreation and Parks, Human Resources, Finance and the City
Manager's Office, as well as various City facilities such as Hesse Park and the Point
Vicente Interpretive Center. It is estimated that approximately 2,500 surveys will be
01203.0005/328717.1 1
mailed. An electronic version of the survey will also be posted on the City's website and
messages will be issued to subscribers of the City's "Breaking News" listserv, Facebook
page, and Nextdoor to canvass as many individuals who have interacted with the City in
the past. The survey will be conducted for approximately 45 days. The cost of this
initial survey is expected to be $3,500 for producing and mailing out the survey (with
return postage).
The data collected from the survey will be used to determine what areas of customer
service can be improved, as well as identifying the areas of customer service that are
doing well. Based on the results, the City will initiate a customer service training
program to all its full-time and part-time employees and will implement an improvement
program that will last for all of 2017. Following the old adage of "what gets measured is
what gets done," our goal is to start to measure our impact in this area and continue to
measure so that we can find ways to continuously improve. Updated surveys will be
reissued throughout 2017 (with City Council approval) to assess the effectiveness of the
new program and to gauge our progress and allow us to make course corrections.
In addition to the above, Staff will also survey its employees to assess the effectiveness
of serving each other inside of City Hall. The results will also be used to enhance
internal interaction and services provided by Staff and to improve efficiency,
productivity, service, and satisfaction. This internal survey does not require City Council
approval pursuant to City Council Policy No. 2, but is similar to the community-based
survey.
ALTERNATIVES:
In addition to the Staff recommendation, the following alternative actions are available
for the City Council's consideration:
1. Identify issues or changes to the customer service survey.
2. Direct Staff not to proceed with issuing a customer service survey.
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Customer Survey— External
The City of Rancho Palos Verdes takes pride in the service it provides to the community. Please take a few minutes
to complete the following customer service questionnaire to tell us how we are doing.
1. Are you a resident? Yes or No
2. Where was your most recent interaction with City Staff?
a. City Hall, which Department:
b. City Park/Facility, which one:
c. Other:
3. How frequently do you interact with City Staff?
a. Daily
b. Weekly
c. Monthly
d. Other:
4. Indicate the purpose of your last City interaction
a. Inquiry,
b. Concern/Complaint,
c. Permit/License,
d. Other:
5. Was City Staff courteous and respectful? Yes or No
6. Was City Staff you interacted with well informed? Yes or No
7. Did City Staff address you by your name? Yes or No
8. How responsive was City Staff to your request?
a. Exceeded Expectations
b. Met Expectations
c. Did Not Meet Expectations (Explain: )
9. How well did City Staff understand your questions or concerns?
a. Very Well
b. Somewhat
c. Not At All
10. Overall, how satisfied were you with the interaction with City Staff?
a. Very Satisfied
b. Somewhat Satisfied
c. Not Satisfied
11. How can we improve our customer service?
Thank you for taking the time to complete our customer service survey.
Please return this survey to the City by [date], 2017.
A-1
CITY COUNCIL POLICY
NUMBER: 2
DATE ADOPTED/AMENDED: 02/04/92
SUBJECT: Questionnaires sent to the public by City Council, Committee/
Commission(s) and Staff
POLICY:
It shall be the policy of the City Council that all questionnaires and/or surveys to
be sent by the city to the general public or special groups, whether generated by
Staff, City Council or Committee/Commission(s), be authorized by the full City
Council at a public meeting.
The City Manager shall be authorized, however, to approve any questionnaires
and/or surveys for information to be sent to other public agencies.
BACKGROUND:
The City Council recognized the need to establish a policy to control
questionnaires and surveys for information that are sent or delivered to the
general public and special interest groups.
MAPolicy Issues\City Council Policy Manual\COUNCIL POLICY 02—Questionnaires sent to the Public (19920204).docx
B-1