Evaluate departments based on the customers they serve 

See below to learn more.

 

Target: Evaluate departments based on the customers they serve

Current Performance: See below for more.

The City surveys Tallahassee residents on a frequent basis to gain insight into organizational performance and to change or improve service delivery as needed. City departments, like Parks and Recreation or the Electric and Gas Utility, get constant feedback from residents. The increased visibility of these departments leads to more frequent feedback, either through planned customer satisfaction surveys or through calls, emails, in-person discussions and social media. Other City departments serve internal departments as customers, providing essential support across the organization.   

As outlined in the City’s Strategic Plan, internal service departments evaluate their performance based on the customers they serve - other departments - via satisfaction surveys to promote a culture of respect and efficiency. Service department surveys allow leaders the opportunity to evaluate performance and discover what aspects of their teams’ work need to be improved.    

After a fruitful first survey in September 2020, the Customer Success Management program was established as a gateway to be engaged with the departments consistently and to identify future roadmaps as it relates to technology. This program continues to assist departments in developing business requirements and addressing gaps related to technology.  

Technology & Innovation; Strategic Innovation. Last Updated: December 2024.