AgdaPkt 2002-05-06 - Laserfiche WebLink

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Summary of discussion at the customer contact tracking meeting, 4/16/02 Categories of citizen contacts/complaints (along with short examples): 1) Citizen is upset with the treatment they received by an individual City staff person ("So-and-so was abusive to me!") 2) Citizen is upset with the treatment they received by a City department ("The Planning Department is all messed up, no one would help me") 3) Citizen has a complaint about City work that has been done ("The street/ sidewalk/tree/facilities work wasn't done right") 4) Citizen has a complaint about a City process or procedure (affordable housing, building permit process, etc. - could also include poJ~cies?) 5) Citizen requests service (fix a sewer overflow, etc.) 6) Citizen makes a suggestion on infrastructure improvement ("How about putting in more parking at...") 7) Citizen requests information or clarification on an issue ("what's the City's position on..." or "Who do I talk to to obtain a...") 8) Citizen requests help influencing some other agency (noise from jets at SFO) In some cases a citizen makes complaint contact with a member of Council, about any subject. This is not really a category of complaint, but rather is a mechanism by which the complaint is made. In such a case the contact still needs to be categorized, and flagged as 'Council' related (for reporting purposes). For each complaint received, we need to find out the source, in other words, in what form it came to us (letter, email, walk-in, phone call, paper wrapped around a brick and thrown through a window) and to whom the complaint is specifically addressed, if anyone Tracking: It was discussed that a common database might be set up into which all customer complaints will be entered. All departments will have access to this database. When a complaint comes in, to any department, the receiving staff member can query the database to determine the history, if any, of the complaint and complainant - i.e., if it has already been addressed to the relevant department, if it has since escalated, if it's a recurring problem, etc. The receiving staff person can then enter the new information, identify which department is most appropriate to handle it (dependent on subject matter as well as whether or not it's already been to the department level and is now escalating), and forward the complaint and other relevant detail to that department via email. Perhaps an individual in each department should be identified as the person to acknowledge such referrals from other departments, and handle internal processing of the complaint.