Train all employees biennially on professional customer service

To effectively serve and support our communities, City employees were offered a web-based training on the key elements of great customer service, the five steps of active listening, and strategies for working with our many customers' needs.

The City’s communities will benefit by way of positive and productive interactions with City staff who provide great service by way of attentive listening skills, responding efficiently to customer needs, and managing all situations with a positive approach.

Percent of City employees who completed a new customer service training between September and November 2015.

This biennial measure represents the number of employees who completed training during the initial rollout from September to November 2015. Employees on various approved leaves (seasonal, medical, etc) were unable to complete the training during this same period and are assigned the training upon their return. The City continues to actively work to train as many employees as possible.

Source: City of San Diego Human Resources Department

Achieve an average of at least 90% "good" or "excellent" customer service scores on citywide resident satisfaction survey

The 2015 Citywide Resident Satisfaction survey gathered response data from 2,478 residents – the largest response rate in the history of the City. This large sample size allowed for statistically valid data at the both City and individual Council district level. The next survey is anticipated to take place in late 2017.

62%

Fiscal year 2016

actual

90%

Fiscal year 2018

target

Source: City of San Diego Performance & Analytics Department

Increase percentage of customer touch points that have feedback loops

With its goal of providing high quality public service, the City intends to have tools in place for internal and external customers to provide feedback. Most departments that interact with the public use a satisfaction survey or comment card, often in a hard copy format available at counters in City facilities. Some departments also have an online equivalent, which offers an easier and more flexible way for people to respond.

The first phase of this effort will focus on City departments with employees who interact with the public in person, via email, telephone, and/or web or mobile application.

  1. 1. Examine all departments that interact with the public, and determine whether processes, tools, or mechanisms exist that allow the public to provide and receive feedback.
  2. 2. Gather customer input and develop a baseline for departments that do not currently have a survey.
  3. 3. Ensure all surveys across City services are standardized.

The second phase will focus on City departments with employees who frequently interact with other departments so employees also have an opportunity to share feedback on improving overall service delivery.

Source: City of San Diego Performance & Analytics Department

Improve customer satisfaction for services delivered to the public

Percentage of customer satisfaction with recreational program activities

Source: City of San Diego Park & Recreation Department

Percentage of customer satisfaction with park system

Source: City of San Diego Park & Recreation Department

Percentage of clients satisfied with services provided by the Environmental Services Department

Source: City of San Diego Environmental Services Department