HomeMy WebLinkAbout9B - Customer Service DVD 's
16200 Eagle Creek Avenue S.E.
Prior Lake, MN 55372-1714
CITY COUNCIL AGENDA REPORT
MEETING DATE:
AGENDA #:
PREPARED BY:
AGENDA ITEM:
~~tober 2, 2006 r ~ &.. L
Frank Boyles, City Mal} -- 0"-'(
CONSIDER APPROVAL OF A SCHEDULE OF DVD PRESENTATIONS FOR
CUSTOMER SERVICE PURPOSES
DISCUSSION:
Introduction
The purpose of this agenda item is to request Council approval of a schedule
for preparation of customer service programs.
Historv
The 2030 Vision and Strategic Plan includes the new vision element:
"Communication." The purpose of this vision element is to inform residents of
the community about the 2030 Vision and Strategic Plan. Customer service is
a critical element essential to the implementation of the plan.
Earlier this year, the City Council established the Communications Advisory
Committee. The committee has focused upon establishing a Customer Creed
(a set of expectations customers should have fulfilled when served by city
employees) and Customer Service Standards (specific employee objectives
which lead to good customer service).
Current Circumstances
We have completed an audio-video presentation explaining the responsibilities
of the volunteer Fire Department. This presentation was intended to help
citizens get to know firefighters more personally and to help recruit new
firefighters. The presentation has been shown extensively on cable TV and to
community groups and organizations.
I believe that the audio-visual presentation is an effective means of helping our
public understand what we do and who we are. In my opinion, this is valuable
to our customer service efforts.
To be fully effective, a schedule is needed to complete audio-video
presentations for each department. A suggested schedule is shown below:
Fire Department 2006
Police Department 2007
Planning and Building Department 2008
Public Works 2009
Finance and Administration 2010
While this is a protracted schedule, it does allow us to budget for each
production without significant financial impact.
www.cityofpriorlake.com
1:\COUNCIL\AGNRPTS\2006\100206 D\PhBfW~~OO / Fax 952.447.4245
ISSUES:
FINANCIAL
IMPACT:
ALTERNATIVES:
RECOMMENDED
MOTION:
The City Council has now had the opportunity to view the audio-video
presentation for the Fire Department. The Council may wish to discuss
whether they believe that this is an effective communication and customer
service tool in light of the cost. A considerable amount of printed material could
be prepared for the same amount of money. The question is whether printed
materials would be as effective.
The present cost is $16,000 per production which is likely to escalate over the
years. The cost could be built into the City Manager professional services
budget or the communication budget. Since this amount already exists in the
2006 budget, there would not be a tax impact as it would be carried forward in
future years.
1. Approve the audio-visual schedule as proposed or with amendments.
2. take no action which would terminate this effort.
As the Council deems most appropriate.
1:\COUNCIL\AGNRPTS\2006\100206
Presentations DOC