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Zucker Systems
readily available to answer the phone. A further review of this problem revealed that
many of these customers are calling and asking the same questions. Many
jurisdictions have reduced the total number of these types of calls by modifying the
Department’s voice mail message to include a statement that encourages customers to
access the Department’s website page because it contains answers to many frequently
asked questions.
22.
Recommendation:
The Assistant City Manager for Community
Development should direct staff to modify the voice mail message on the
Department’s main line to encourage callers to check the Department’s
website site for answers to commonly asked questions.
Most contemporary phone systems provide for a comprehensive report with counting
of hang-up, calls to voice mail, etc. The city should obtain this data for a review of the
Community Development Division phone system.
23.
Recommendation:
Prepare and analyze a report on the Community
Development phone system.
One of the key problems we hear from customers is the lack or return phone calls and
emails on a timely basis. As part of the information age, we believe that all phone
calls and emails should be returned the same day received
24.
Recommendation:
All phone calls and emails should be returned the same
day received.
H.
T
RAINING
There is need for additional training in building, engineering and planning. This will
be particularly important as this report is implemented and with the installation and
use of TRAKiT.
25.
Recommendation:
Building, Engineering, and Planning should set a
minimum of 2% of the Department’s personnel budget allocated for staff
training and that 5% of staff time be devoted to training.
I.
W
EBSITE
Today, more than ever before, customers access the website of local jurisdictions to
gain knowledge about the operation of their local government. Frequently customers
will inquire about the availability and process to follow to obtain a specific service.