In our last post we shared some performance measurement thoughts by Cory Fleming 311/CRM Program Director, ICMA, on local government customer services. A number of suggestions were proffered - Organizational Knowledge Tests, "Secret Shopper” Evaluations, Customer Service Innovations and Citizen Satisfaction Surveys. These suggestions are a good start, and credit must be given to public service
Category: GovernmentsNews and views about Government issues
Customer Service Performance Measures for Sustainable Communities
From ICMA Center For Sustainable Communities (Cory Fleming 311/CRM Program Director, ICMA) This past Wednesday (November 20), I led an online discussion on “Building Customer Service into Local Government.” One participant came up with a great but challenging question – what performance measures do you use to evaluate customer service? I suggested customer surveys and comments cards, but I
Wasting away….
As our name suggest, facilitating quality service delivery is what we are about. To that end, we will be writing a series of blog posts on how to develop and maintain excellence in public service delivery. The first post in this series will address the issue of reducing (elimination is the ultimate goal but we’ll start with reduction) waste in service delivery. Waste reduction has taken on
Geocode to TreeOcode Niagara – Mobile technology winner
Introducing treeOcode Niagara I'm communicating on behalf of the Geospatial Niagara Group to introduce treeOcode Niagara. We're organizing a "crowd-sourcing" program to build an inventory of all the trees across the Niagara Region, with a strong emphasis on sustainability. The project is named “TreeOcode-Niagara”. We are using smartphone-based technology to capture essential tree attributes
