232-1999 LTC
CITY OF MIAMI BEACH
CITY HALL 1700 CONVENTION CENTER DRIVE MIAMI BEACH, FLORIDA 33139
http:\\ci.miami-beach.fl.us
L.T.C. No. 232-1999
LETTER TO COMMISSION
December 6, 1999
TO: Mayor Neisen o. Kasdin and
Members of the City C mmission
FROM: Sergio Rodriguez
City Manager
SUBJECT: ADMINISTRATION'S EFFORTS TO IMPROVE CUSTOMER SERVICE
This Letter to Commission is to identify the assortment of initiatives the Administration has recently
undertaken to ensure better customer service for our citizens. These efforts mirror the
recommendations of the Business Resolution Task Force. The Administration has also recognized
the need to demonstrate greater appreciation for City employees as an integral part of boosting
morale and productivity which will ultimately improve the end user's perception of government
employees.
1) An additional position has been created in Human Resources to provide training targeted at
customer service. In addition, annual reviews will include specific ratings relative to "user
friendliness" .
2) Recognition of outstanding employees via the City Commission and the new employee-of-
the-month photo wall and recognition in the City's Newsletter, "Beach Breeze". Beach
Breeze has also had a series of articles emphasizing customer service and an "At Your
Service" column.
3) A "Hurricane Appreciation Luncheon" (Penrod's) was held for all those on City staff who
worked before, during and after to keep our City fully operational. These employees worked
long and arduous shifts often with significant personal sacrifice.
4) A Directors Retreat was held and enthusiastic endorsement of quality management initiatives
resulted. The City of Coral Springs model of quality customer service won the Governor's
Sterling A ward. It was presented at the Retreat and further Miami Beach initiatives will be
forthcoming as a result of those successes.
Continued.. .
Letter to Commission
December 6, 1999
Page Two
5) Effective December 6, 1999 Michael Vita will become the City's CiviCall Administrator.
He will work daily to provide consistent, quality responses to citizen complaints and
concerns, and to assure timely complaint resolution. The CiviCall Program continues to be
refined and improved.
6) Additional seating and refreshments have been added to a streamlined building permit
process to ensure better customer satisfaction as well as improvements to Planning
Department permit processing.
7) The Administration communicates important messages to residents via the utility bill. A new
insert "Beach Briefs", provides bi-monthly communication with our residents.
8) "Since You Asked" is a new column in the Herald Neighbors section of the newspaper.
Through this column, the Administration is able to educate residents on City Codes, "do's
and don'ts," and answer other topics of interest.
9) An Information Desk has been placed in the lobby of City Hall to serve as an assistance
center to all City Hall visitors.
10) The Administration is testing a pilot "roving crew" under the auspices of the Service
Delivery Manager. The crew works on additional enhancements to basic services currently
provided. Detailing is done that is not part of routine maintenance procedures.
The Administration is committed to providing quality customer service and will continue to
implement plans to achieve these objectives.
SR:M:jh
c: Ronnie Singer, Executive Assistant to the City Manager
Mary Greenwood, Executive Assistant to the City Manager
Michael Aller, Tourism and Convention Director, Chief of Protocol
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