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Measure Overview

# Objective Strategic Plan Goal Business Strategy
O122 Centralize customer service functions from various departments to the Contact Center (#) Government Accountability Increased Efficiency


Action Steps

  1. Define services provided by department
  2. Create Standard Operating Procedures (SOP)
  3. Train Contact Center employees on procedures and process

Why is this measure important?

The concept of a “One-Stop Shop” is to enable citizens and customers to engage in a single access point for information and service transactions.

Where does the data come from?

Internal tracking; SOP binder, knowledge database

How is the measure calculated?

Count number of departments/sections complete

Who to contact if you have questions?

Tina Tomlin

Additional Information

Will include departments such as Real Estate and Risk Management.


FY19 Target

 # of dept/section 

FY20 Target

 # of dept/section 

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