149-1999 LTC
:c I T Y 0 F M I A M I 8 E A C H
CI'~Y HALL 1700 CONVENTION CENTER DRIVE MIAMI BEACH, FLORIDA 33139
http:\\cI.mlaml-beach.ft.ua
149-1999
L.T.C. No.
LETTER TO COMMISSION
July 2, 1999
TO: Mayor Neisen O. Kasdin and
Members of the City Commission
FROM: Sergio Rodriguez
City Manager
SUBJECT: QUALITY CUSTOMER SERVICE
This Letter to the Commission is to advise the Mayor and City Commission of initiatives, based upon
. my observations, and comments received regarding the need for friendliness of City employees.
Improving the level of friendliness and quality of service of City employees involves the following:
reinforcing a Citywide philosophy of user-friendliness, making physical improvements to service
areas, traininglhiring employees, disseminating information to the public and changing policy and
administrative procedures. Certain aspects of the program will be initiated this month.
We look forward to input from the Mayor's Economic Council, Business Resolution Task Force and
Code Enforcement Task Force. The five main steps are outlined below.
1. Philosophy
Establishing a "user-friendly/customer service" culture:
. Training. Assistant City Managers will coordinate with Directors. Directors will in
turn work with staff to promote a business/citizen friendly environment for the public.
An overall "can do" mission statement must be adopted citywide.
. Ensure that the best person for the job is working in the position that interacts with
the public. Reassign employees who do not work well with the public. Provide
career-paths and higher level position for those who do "work the counter".
· Recognize and reward good people. Create an incentive system to reward employees
who provide good service. For example, giving theater tickets to outstanding
employees.
Quality Customer Service
July 2, J 999
Page 2
2. Physical Improvements
. InformationlWelcome Desk to be located on the ground floor, staffed by a motivated
individual who will be able to network with all departments and is familiar with how
City Hall works (should coordinate with Business Resolution person). Property
Management is currently preparing plans for this area.
. Develop City Hall signage plan to assist public at entrance to City Hall on ground
floor, showing location of City Hall Departments, City Commission Chambers and
off-site locations (parking, Police Department, etc).
. Install locator map.
. Provide directional signage on each floor.
. Organize lines at service counters.
. Install phone line on ground floor to allow public to speak with CiviCall operator who
could direct the call.
3. Trainin~irine of Employees
. Improve Customer Service Training to be provided to employees.
. Request Florida International University (Fill) provide staff training.
. Assistant City Managers to meet with stafffor training/share philosophy.
. Hire employees who have good customer service qualities as part of job requirements.
. Review open positions and reclassify as needed to achieve desired results.
Quality Customer Service
July 2,1999
Page 3
4. Public Information/Education
. Provide information to the public by preparing and disseminating via:
. Business Information Guide to provide general information to new and
existing business in the City relative to permits and licenses
. 'How To' Brochures to provide information to residents (such as obtaining
development permits)
. Web site. Enhance the City's current web site to enable residents to apply
online and obtain information
. Cable television to disseminate information to the public
. Monthly newsletter to be enclosed in residents' utility bills
· Annual Report to the public
· CiviCall
. Extend hours of service (certain Departments open for business on Saturdays).
. Identify and utilize Service Delivery Manager.
. Fund and implement Roving Response Team.
. Provide informationaVprocess workshops for those doing business with the City.
5. Policy and Administrative Procedures
· Streamline City Processes.
· City Code Changes.
· Zoning Ordinances.
c: Christina M. Cuervo, Assistant City Manager
Mayra Diaz Buttacavoli, Assistant City Manager
Janet Gavarrete, Assistant City Manager
Matthew Schwartz, Assistant City Manager
Ronnie Singer, Executive Assistant to the City Manager
Judy Hoanshelt, Special Projects Coordinator
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