HomeMy WebLinkAbout1997-05-28 Technical Committee MinutesCOMMUNICATIONS STRATEGIC
COMMITTEe NESTING
May 29, 1997
Councilors Attending: Nwlu Fambam him Tyler
Staff Attending: Randy Hamman, Edward Barnett, Ron Heller, Sean
Gross, Bill Lagan
Convened at 8:35 am
a. Update on Technical Committee
b. Update on Public Category
c. Determine the path to take with other dues categories
2. Technical Committee
The Technical Committee has been appointed. Al Douglas from information Services is the Chair
for this committee. Bill Eastman from lntmmation Services, Aaron Larson from the electrical
division ofPubGc Works, T.J. Marcia] from Community Development, Jeff Russell from the
Airport, Brad Moore ftom the W WPT, Jim Greer from Engineering aM Shelby Sutherbwg boor
the City Clerks office are all on the committee. They will be sheeting soon.
Ed Barrett or Randy Harrowed will sit in on their meetings as a coordinator to insmre that they are
in line with what this Committee is doing. Theybve givenawpyofthecbargethmwm
drawn up and Ed spore wort AI about some ofthe issues they will need to deal with.
3. Updateon Public Commmdcation
Communications with Captive Customers:
Corals and Objectives.
Citizens who ms using services that they have no choice but to use either may or may not krone
the system depending on their prior experience. What needs m be done is look at how to provide
Nese citizens with access to the service, how to a plaits the rules and regulations of the service
and recognize that some you are dealing with a captive individual there are often specific customer
service problems Nat are posed by that in that they may not know who to call, they may be
fmstm A,ttrey may not be used to regulatory roles they have to follow or the resuaims that have
to be worked under.
Goal: Insure that information is available to city citizen contact staff which allows those
individuals to appropriately direct dooms to the correct department division (who do I talk tell)
Objective: Develop and publish a service directory to be available to our people who often get
Ran contains. To produce a summary publication service directory N be available w the public.
Automate this information so that citizens could access it directly and/or aur ower staff could an,
you wouldal have to worry where to put the book
Goal: bnsum that information is available to citizens desiring orrequiring use service on the
rules, regulations and em a cements of the service.
Objective: Review City services and detem rse which ones requ re written information, what we
currently have available and additional orientation that vents to be developed. Reviseeasting
i of bonordmelopaddibonalir&omation. Standardizese minfbr nonwmaureuniform
presentation of moth information to the public. Anything we do ahold have some identifiable
thing on it so when you see it you know ifs from the City. Eventually make infernation available
to the public in an automated throw.
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Goal: burns Nat City contact staffam guided by uniform City philosophy regarding customer
service and are trainer appropriately.
Objective: Develop and adopt a citizm service philosophy policy and procedures mod to identify
and man City service gaff who most frequently deal with captive customers.
4. CITIZEN AS AN OPTIONAL SERVICE USER
There ere optional services that fall in the category of competitive with other service providers.
City Nursing Facility, WfCoume and Bass Park are some examples. Amther optional service is
one in whichthe City hassetaptioriyongettingpmpleto use. Recycling The BusaMthe
Parking Garage are examples. The customar does not have to use these services, but is
encouraged to.
The first step is to identify what Have services aro that are optional. last years program budget
wwusWasabasisforlookinga "identifyingoptionalsetviees. Thesecondstepistoreview
all tbese optional services and determine ifthey have capacity for additional customers. There is
no sense doing marketing or publicity ifthe demand scads the capacity, but in other areas there
is additional capacity that nada to be argued. This committee needs to determine which
programs need marketing. The not objective would be to review the current informational
material and marketing programs in thou meas to determine whether they reached their targeted
audience and produced results. There are conducting progeams in a lot of them areas and vary
baudonihenstureofthearea Some are better and some ate weaker. Someaahistoricaland
some areas did not need marketing but now they do because the situation has changed.
Objective: Where appropriate, particularly for optional services, develop customer satisfaction
measures so we can systematically get input back from our customers ant change or adjust
programs where maged to improve satisfaction levels. Some of this has already been done,
mostly N public works with customer surveys.
Objective: Including optional service Inforrmation in an automated fomut at some point an, people
can have access to it directly as well as staff having access to it.
SPECIN MEREST GROWS:
Ecommic Development Clients
Tourists
Chamber of Commerce
Businesses
Vendors
Public Advocates
NEEDS OF SPECIAL W REST GROWS
Econondc Development Clients Thebiggest shortcoming right noesis that wedo not have all of
the information that we need in an automated fans[ so that we can eerily customize to respond.
There is a lot of re -duplicating efforts to come up with answers. An automated database is
needed with relevarrt uncommon and the ability to access that database and produce a
professional document.
Tounsts: There ere existing resources that deal with this group. Staff feels Uat Bangor needs to
be marketed more cohesively. There are alet of groups marketing Bangor but they are all headed
in Nen own specific directions and to the want that the City may be able to step m and provide
some kind offim ework within which all this takes place or some central direction or clearing
house. Councilor Tyler questioned wbaher or wt it is the City's role of trying to be the cohesive
force or whetherA is adequate for the City to be aware tut those other resources exist and make
sure there we adequate links.
ChamberofCom-mv.Overwhelmingly theCormnittee feels that the Chamber should be who
las the wtmNttce to make uue everyone gets linked together. The City should comml what is
put out from a municipality standpoint, but regionally and how it fits in with what the Chamber is
going to do is better left to the Clamber.
The goals and objectives that were discussed muter citizens should cover businesses.
Vendors: One specific goal would be partying vendors of when the City is accepting bids. They
could electronically registerto be onthevendotslut. Beeause ofthe velure ofthe pmcess, the
City refies largely on the vendors who have identified themselves to being interested in doing
businesswithus. Curreadytheodywayavenda knows about anupcoming Nd isifthey read
the legal ads or ifthey are notified by the City.
PublicAdvocates Thereisnowayeomnathisgreopsspecificneeds. Theywillfirdthe
information whether it is put out on aweb site or not.
This Committee will meet again in 3 to 4 weeks after the Technical Committee has met and got an
update from them.