Excellence in customer service is something that is very important to me. You could say that it is one of my top priorities on Council.
There is lots of talk about the recently released Toronto Transit Commission’s Customer Service Charter.
The City of Guelph has done lots of good work in creating a organization wide customer service charter. A report went to the Governance Committee in October of 2011. http://guelph.ca/uploads/Council_and_Committees/Governance/governance_agenda_101111.pdf Page 127.
“Pilot projects were successfully run at Transit, Evergreen and West End Recreation centre during development.” say Staff.
Here is the implementation strategy: CS_roll out_implementation strategy_x-1a
Here are the customer service standards. CS_roll out_service standards_public_x-1a
According to the 2011 report the NEXT STEPS are as follows.
Achieving Goals In the fourth quarter of this year, staff will undertake a review of planned versus realized accomplishments related to the Service Excellence Strategy implementation plan. Targets for 2012 will be established along with required actions that are achievable within existing operating budgets and continue to move the organization forward towards full realization of strategic goals. As well, implementation of the corporate standards will be initiated with pilot projects initially in select service areas across the corporation as agreed to by the Executive Team. Potential starting points could include ServiceGuelph, Guelph Transit and Planning and Building Services given the significant levels of direct interface with residents and stakeholders that these service areas experience on a daily basis.
Four “enablers” to implementation were identified in the report.
Processes
Technology
People
Partnerships
Hopefully with the approval of the IT Strategy and it’s funding in the 2013 Budget, we will see life breathed into the long awaited City of Guelph Customer Service Charter. ian