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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. :l�Gf•41FiYaTR.M 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.