To deliver accurate, courteous, and easy customer experiences to all members of the Somerville community seeking to access services, information, and supports. To facilitate the review, routing, and response to constituent feedback or concerns. Our commitment to excellent service, support, and engagements is achieved both through the management of the City's integrated 3-1-1 contact center, switchboard, and Welcome Desk, and also via citywide service-training and quality assurance through a range of customer-focused initiatives.
Personal Services Changes
Personal Services are projected up 22% for FY22.
The proposed budget includes a new position, Service Operations Manager, which will be responsible for improving the speed and accuracy of information available to staff as well as advancing the City's mobile app and web portal functionality.
This budget also includes a new Senior Customer Service Representative reclassification for some existing positions.
Changes in salaries are due to negotiated collective bargaining agreements and merit increases based on annual performance reviews.
Ordinary Maintenance Changes
Ordinary Maintenance costs are projected up 15% for FY22.
This is due to increases in Training, Office Furniture, and Supplies lines.
FY22 Goals & Measures of Progress
GOAL 1: Establish customer experience management program to improve City's understanding of the community's perceptions and expectations of City services.
- Total amount of customer satisfaction surveys (CSAT) administered, CSAT scores, number of feedback submittals, changes resulting from data
GOAL 2: Continued improvements to multi-channel 311 services. Complete 311 email and live chat deployment.
- Number of requests managed through each channel, but total and as a percent of overall 311 volume. Additional SLAs will also be established. Number of staff trained to provide blended service support
GOAL 3: Formally establish a comprehensive Quality Assurance/Performance program to better enable and develop department staff (311) to engage with customers, utilize technical systems, and expand individual knowledgebase of City information.
- Total number of engagement reviews for team, individual employee performance metrics, employee feedback
GOAL 4: Improve City-wide customer service operations by expanding and improving the number of programs and services supported by department.
- New service request types added, modifications/improvements to existing service requests, back-end, request-specific SLA data, and additional program and policy improvements.