Calls to Sunnyvale's Public Safety Department now come with a customer-service guarantee.
Under the guarantee, which public safety chief Regan Williams unveiled at a June 27 kick-off event, the department pledges the following:
* to respond to customers' needs as soon as reasonably possible, be they calling in to report a crime, requesting assistance from a beat officer or seeking information from the public safety office;
* to be sensitive to customers' concerns;
* to fulfill the department's responsibility to individual customers quickly, effectively and efficiently;
* to encourage public input about improving department services and continually evaluate this input;
* to perform a continual self-evaluation to determine whether the department is meeting the community's expectations.
Williams said the Public Safety Department developed this guarantee as part of an overall customer-service action plan that emphasizes "service, innovation and community."
The "service" portion of the action plan encompasses ongoing employee training that includes a community perspective on the department's performance. "Innovations" include developing new ways to evaluate the overall department, as well as individual employees.
The plan envisions "community" as "those who define our efforts ... [and] evaluate the goals we attain and the methods by which we attain them."
This article appeared in the Sunnyvale Sun, July 3, 1996.
©1996 Metro Publishing, Inc. All rights reserved.