LTC 180-2002 CITY OF MIAMI BEACH
Office of the City Manager
Letter to Commission No. /
To:
From:
Subject:
Mayor David Dermer and
Members of the City Commission
Jorge U. Gonzalez
City Manager
CUSTOMER SERVICE EVALUATION PROGRAM
Date: July 25, 2002
In our quest for continuous improvement, the Human Resources Department conducted a
"Customer Service Evaluation" from October 2001 to January 2002 to measure customer service
delivered by the City of Miami Beach staff. Evaluations were conducted anonymously and
impartially by Satisfaction Services Inc. The evaluators submitted evaluation scores and complete
summaries of their evaluation experience from the beginning to the end of their interaction both on
the telephone and in person. In addition, evaluators made telephone calls to over 100 actual
customers to survey their experience when conducting business with the City.
The overall City of Miami Beach "Telephone Summary" report scores indicate high marks for
listening to the customer and transferring the call correctly. The scores also indicate that
improvement is needed in our telephone greeting, in providing satisfaction with the results of the
call and in overall impression. The overall City of Miami Beach "In Person Visit Summary "report
indicates high marks for positive service, listening, knowledgeable employees and clean
surroundings. The scores also indicate that we need to work on providing information, delivering
appropriate results, and improving customer satisfaction and overall impression. An executive
summary of the report is attached for your review.
A representative from the Human Resource Department met with the Department Directors
involved in the evaluation to review the results. As a result, the Department Directors developed a
plan to make overall improvements and to acknowledge employees. Some examples of these
improvements include training, staffing, allocation of resources, and new technology such as
handheld computers and web-based applications. I have asked each Department Director to
provide me with an update of how their plan is coming along and a status on improvements by
September 30, 2002.
In addition, the Human Resources Department will continue customer service training to new and
current employees. The City's Customer Service Task Force, made up of representatives from all
City Departments, will continue to present Citywide customer service programs geared at improving
the delivery of our services.
Currently the Parking and Police Departments' have elected to continue the evaluation process to
include valet, attended parking, parking enforcement and Police enforcement. In addition, several
Departments conduct customer service surveys on a regular basis. In order to assess customer
service improvements and establish trends, another customer service evaluation may be repeated
in 2003.
If you have any questions or need any additional information, please feel free to contact me.
JMG~RI~jm
M:\CMGR\$ALL\Ltc-02\Customer Service Evaluation Program.doc
City of Miami Beach
Criteria Report
All Departments
Telephone Evaluation
Question Score Average
Telephone answered promptly 82
Greeting 53
Employee Listened 95
On hold professionally 87
Employee had necessary tools 81
Employee knowledgeable 84
Received correct information 88
Transferred correctly 96
Satisfied with call 79
Overall impression 73
Overall Average 80
City of Miami Beach
Criteria Report
All Departments
In Person Visit Evaluation
Question Score Average
Prompt Service 89
Greeted professionally 87
Employee listened 97
Employee knowledgeable 89
Employee had necessary tools 89
Information/service received 89
Employee positive 92
Surroundings clean 98
Satisfaction 89
Overall impression 87
Overall Average 90
City of Miami Beach
Criteria Report
All Departments
Telephone Exit Evaluation
Question Score Average
Service Prompt 81
Greeting Courteous/Professional 94
Employee Listened 85
Knowledgeable 90
Necessary Tools Available 92
Service/Information Received 83
Positive Helpful & Efficient 83
Surroundings Clean 98
Satisfied with Results 78
Overall Impression 75
Overall Average 86
City of Miami Beach
Customer Service Evaluation
Summary Report
All Departments
Telephone
Department Telephone In-Person Visit Follow-Up
Arts & Entertainment 87 90 N/A
Beach Pa~xol 85 95 N/A
Building 58 92 80
City Clerk's Office 82 73 N/A
Civicall / City Hall / Information Booth 100 100 N/A
Code Compliance 84 100 93
Community Resources 77 N/A N/A
Economic Development 73 93 N/A
Finance - License Division 48 100 95
Finance - Resort Tax 79 100 N/A
Finance - Utility Billing 90 70 90
Fire - Station 1 60 100 N/A
Fire - Fire Prevention 75 N/A N/A
Fire - Station 3 65 70 N/A
Telephone
Department Telephone In-Person Visit Follow-up
Fire - Station 4 67 100 N/A
Human Resources 83 90 73
Information Hotline 100 N/A N/A
Office of Children's Affairs 85 N/A N/A
Parking - General 84 90 86
Parking - Meters 83 100 N/A
Parking - Permits 100 20 N/A
Planning 91 76 89
Police - Criminal Investigations Division 85 N/A 99
Police - Off Duty Office 75 N/A N/A
Police - Patrol Division 63 N/A 82
Police - Property Room 93 N/A N/A
Police - Records Unit 94 90 45
Procurement 100 100 N/A
Public Works 77 95 N/A
Recreation- 21 St. Recreation Center 73 100 N/A
Telephone
Department Telephone In-Person Visit Follow-up
Recreation- North Shore Community 68 100 N/A
Center
Recreation - Scott Rakow Youth Center 90 100 N/A
Recreation - South Point Park 100 100 N/A
Sanitation 88 N/A N/A
Department Average 81 90 86