1. Update on Customer Service & Call Centers Pre-Council Presentation April 14, 2009 Presented by Vanessa Ruiz Boling, Community Relations Director

2. 2 Purpose The results of the customer service Employee Post Contact Survey pilot The development and implementation of customer service training The consolidation of current call centers 2

3. 3 Post Contact Survey Background In the 2007 Citizen Survey, CFW received scores below national average in customer service Post Contact Survey pilot program initiated In 2007, Respondents that Strongly Agreed or Agreed that: QuestionCFWOther Cities Easy to Contact70%83% Were Courteous and Polite70%87% Resolved Concern47%69%

4. 4 Post Contact Survey Pilot Transportation and Public Works Parks and Community Services Water Environmental Management Code Compliance Animal Care and Control Equipment Services 4 180 employees, from the following departments and division, participated in the pilot:

5. 5 Post Contact Survey Pilot cont’d Developed a basic customer service class to serve as the model for Fort Worth Hired ETC Institute to administer the post contact survey Administered surveys from December 2007 through December 2008 5

6. 6 How Do We Compare?

7. 7 Key to Success City of Fort Worth is committed to quality customer service Customer service training Accountability with constructive and timely feedback to employees 7

8. 8 Customer Service Training EARS Model: Engage the customer, Always listen, Respond appropriately, Satisfy the customer Effective Communications Conflict Management – Working With Challenging Customers Advanced Customer Service Techniques Managing the Customer Service Experience 8 HR Learning Services and the Customer Service Advocacy Group (CSAG) are developing a series of five classes called Enhancing the Customer Experience.

9. 9 City Service20072008 9-1-11,102,8951,177,501 Water490,748519,443 Municipal Courts200,000238,805 Environmental Mgmt.177,017188,228 Planning & Development163,717151,665 Animal Care & Control98,785111,098 Switchboard37,16838,872 Code35,65935,996 IT Helpdesk35,27445,960 TPW18,00020,028 TOTALS2,359,2632,527,596 Call Volume By Service Area

10. 10 Call Centers 2007 Water 9-1-1 City Call Center Animal Control TPWP&DCourt ITS Helpdesk PACSLibrary Housing & Econ Dev No call center but heavy public contact Switch Board Code Env. Mgmt.

11. 11 Water 9-1-1 City Call Center P&DCourt ITS Helpdesk PACSLibrary Housing & Econ Dev No call center but heavy public contact Code Env. Mgmt. Call Centers 2008 to Present Animal Control Switch Board TPW

12. 12 Improvements to Customer Service Animal Care and Control’s average hang-up rate has dropped from 20% to 5% TPW’s average hang-up rate has dropped from 22% to 8% TPW now uses the same tracking system as Environmental Management 12

13. 13 Three-Year Plan Citizens can reach the City Call Center with one phone number 817-392-CALL (2255) Calls will be answered 24/7 Online service requests can be made and tracked Departments to be considered for consolidation into City Call Center will be identified and consolidation planning will be implemented 13

14. 14 Goal 9-1-1 City Call Center Water

15. 15 Questions? 15