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<br /> S.3A <br /> Page 2 <br />external consultant identified below to create an engaging and effective customer <br />service program customized to our needs. <br />These workshops would support Redwood City's core purpose of building a great <br />community together by enhancing participants' skills in providing excellent <br />service with integrity and creativity. The training would be focused on ensuring <br />that employees' customer service interactions are aligned with the City's values. <br />In addition, they would establish and communicate consistent customer service <br />standards and practices across city departments that have the highest volume of <br />public interaction with our citizens. <br />Additional funding is requested because customer service training was not <br />included in the FY05-06 employee development budget. Council has expressed <br />an interest in conducting customer service training in this fiscal year. Therefore, <br />staff is requesting additional training funds to conduct such training. The Human <br />Resources department did examine its overall budget to determine whether it <br />could absorb this program, but funding was unavailable. <br />Human Resources staff will work with an outside consultant to design, deliver <br />and evaluate this training. After seeking referrals from several comparable <br />agencies and local governments, staff has identified consultant, Kenda Swartz of <br />the Professional & Workforce Development division of De Anza College in <br />Cupertino to work on this project. Ms. Swartz has nearly 16 years human <br />relations experience, which includes general business consulting, employee <br />training and development. management and counseling. She completed her SA <br />in Liberal Arts with an emphasis on Organizational Communication and Public <br />Relations from Penn State University and earned her MA in Art Therapy <br />Psychology from the College of Notre Dame. <br />Alternative <br />The alternative would be to not conduct this training at this time. <br />Fiscal Impact <br />The program cost of $14,840 represents a very competitive and reasonable fee <br />for services of this type. <br />S~ rLr-- ~}-~ ...-'... <br />S . hie Oberstein ' Bob Bell <br />Employee Development Manager HR Director <br />Attachment: <br />Resolution <br />