Finance - Customer Contacts

Performance Measure


Number of Customer Contacts.

Target


10% Increase in electronic contacts.

Analysis of Performance*


Improved effectiveness thru customers utilizing electronic methods to make payments and resolve issues.

Metric Definition*


The metric analyzes all means of customer contact with the Customer Services Division including those in person, by phone, on our website and by other means.

Importance*


As the City increases electronic customer contacts and the resolution of their issues through electronic (self-service) methods, less staff time is used; thus, freeing staff to perform other essential duties.  It also reduces wait times in the lobby and on the phone for our customers.

Impact on Performance*


Improves customer interaction with Customer Services Division thus improving delivery of service.

*Notes

 
  • Analysis of Performance: Explains how data results are  displayed, anomalies, or other points that went into generating the numbers.
  • Metric Definition: Identifies what constitutes the metric and identifies combined classifications
  • Importance: Tells why the metric is important and how it is useful, or, what will it help the City accomplish or understand by knowing
  • Impact on Performance: States how this measure is an indicator of or influencer on the delivery of service?