Customer Service Bill of Rights
City of North Port
The City of North Port considers quality customer service a priority. In 2007, after hearing several complaints from residents about a lack of quality service, the city created a committee to look at customer service citywide. This committee created a “Customer Service Bill of Rights,” which is now hanging in a frame behind each customer-service counter in every city department. The city also is developing a training program for all employees. The goal behind this program is to make sure that residents receive quality service each and every time they interact with a city employee.
Contact: Pat Collins, Director
Engineering Department
City of North Port
4970 City Hall Boulevard
North Port, FL 34286
Phone: (941) 429-7086
Annual Awards Program
City of Oakland Park
The City of Oakland Park’s annual awards program was reinvented to correspond with the city’s new strategic plan. The new award categories are “performance excellence,” “customer first” and “safety and champion.” The categories were created to epitomize the city’s identified strategic performance areas. In addition, each of the annual awards has been designed to advance the city’s Performance Excellent Initiative.
Contact: Lynne McCaffrey Human Resources
City of Oakland Park
3650 N.E. 12 Avenue
Oakland Park, FL 33334
Phone: (954) 630-4313
Computer Purchase Program
City of Palm Bay
In May 2006, the City Council approved the recommended Computer Purchase Program, enabling employees to secure loans from the city to purchase computer hardware. Additionally, all purchased hardware is sold with the most current version of city-used software so that a seamless connection occurs between office and home work environments. The loan repayments are structured to ensure the greatest participation by the city’s workforce. This purchase is complemented by providing copies of Microsoft Office 2007 at reduced prices to employees for home usage. The idea is that employees will sharpen their skills if allowed to use the programs at home in addition to their usage at work.
Contact: George Hunt, Human Resource Director
Human Resources Department
City of Palm Bay
120 Malabar Road, S.E.
Palm Bay, FL 32907
Phone: (321) 952-3421
PalmStat Performance Deficit Approach
City of Palm Bay
PalmStat is a collaborative effort by senior managers and key employees to improve performance and service delivery through the review of statistical information and the development of improvement strategies. The city has successfully focused on identifying and targeting areas where service delivery is not currently at an appropriate level, areas known as “performance deficits.” Each department develops strategies that are used to address the deficits, and data measures and targets are identified to track progress toward deficit resolution. All of this information is included in weekly performance reports discussed at PalmStat meetings, where efforts are made to collectively work toward resolution.
Contact: Suzanne Sherman, Management Analyst
Budget Office
City of Palm Bay
120 Malabar Road, S.E.
Palm Bay, FL 32907
Phone: (321) 952-3411, ext. 3285
Risk Manager’s On-Site Accident Presence
City of Palm Bay
The City of Palm Bay’s risk manager is on a 24/7 call schedule and personally responds to every motor-vehicle accident scene involving a city employee driving a city vehicle when the accident occurs in Brevard County. This assures employees that their physical, financial and family needs will be met, as well as ensures that the organization’s quality procedures are at their optimum level.
Contact: George Hunt, Human Resource Director
Human Resources Department
City of Palm Bay
120 Malabar Road, S.E.
Palm Bay, FL 32907
Phone: (321) 952-3421
Tallahassee’s OWN Show
City of Tallahassee
The City of Tallahassee sponsors an annual art show for city employees and retirees called Tallahassee’s OWN Show (TOWN). Located in City Hall, the show is a forum to showcase creativity and opens with a festive public reception. Art pieces cover the spectrum of visual art – from paintings and sculptures to fiber-art and jewelry. The TOWN Show reinforces that art is a vital component of the quality of life in Tallahassee, and shows another side of the talented city workforce. Over the first three years, the art of more than 100 employees and retirees has satisfied the artistic appetite of the city’s viewing public.
Contact: Jeanne Kimball Human Resources Administrator
Human Resources Department
City of Tallahassee
Tallahassee, FL 32301
Phone: (850) 891-8387
Promote Yourself First Training Program
City of West Palm Beach
Promote Yourself First Training Program is a results-oriented three-part training program. It is designed to help employees practice networking to learn about future promotional opportunities within the city before vacancies occur; write a résumé with qualifications as related to advertised job requirements; and present themselves as a dynamic candidate during the interview. Numerous promotions have been attributed to participation in this program.
Contact: Patrick J. Cooney, SPHR Director of Human Resources
Department of Human Resources
City of West Palm Beach
1000 45th Street, Unit 12
West Palm Beach, FL 33407
Phone: (561) 494-1006
Supervisory Management Resource Training
City of West Palm Beach
To inform new managers about city protocol, the City of West Palm Beach created the Supervisory Management Resource Training (SMART) program. SMART was designed to teach new managers quickly about city operations and procedures. Topics include the Sunshine Law, procurement, safety, recruitment, emergency management, progressive discipline, finance procedures, commission agendas, legal, management information systems, risk management, records and more. One unique feature of the program is that city employees serve as trainers for their area of expertise, eliminating the need for external facilitators. Measured outcomes include reduced errors, time saved, faster orientation and improved motivation.
Contact: Patrick J. Cooney, SPHR Director of Human Resources
Department of Human Resources
City of West Palm Beach
1000 45th Street, Unit 12
West Palm Beach, FL 33407
Phone: (561) 494-1006