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Scheduling (office hours/rotating customer meetings days)

Initiative Statement

Cross-department standards for developing customer office hours, and/or staff availability for customers will be defined and implemented by November 2024, resulting in a measurable increase in customer service ratings.

Initiative beginning in progress

Milestone ChecklistStatus
Identify key customer service touchpoints and map them to corresponding departments.box checked with green check mark
Conduct a workshop focused on interdepartmental alignment around expectations for service delivery, customer response times, and availability across all departments.unchecked box
Based on results of workshop, develop comprehensive documentation of customer office hours standards, including procedures, guidelines, and escalation protocols.unchecked box
Create training/communication materials.unchecked box
Conduct training sessions for all relevant staff on the new customer office hours standards.unchecked box
Implement customer office hours standards across all departments.unchecked box
Publicize customer hours/procedures on the city website.unchecked box
External communication about the new hours/procedures.unchecked box
Evaluate the impact of customer office hours standards on customer service ratings.unchecked box

 

Impact Statement

Standardizing office hours and staff availability across departments will streamline accessibility and consistency in service delivery.

 

Estimated Completion Date

November 2024

 

Initiative Owner

Janet Heit
janet.heit@austintexas.gov

 

Initiative Team Member Departments

Austin Energy
Austin Fire
Austin Water
​Communications & Technology Management
Development Services
Law
Parks and Recreation
Transportation & Public Works
Watershed Protection

We encourage you to submit feedback and ask questions on these pages, and we will add more information as the initiatives progress.