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1 <br /> ORANGE COUNTY <br /> BOARD OF COMMISSIONERS <br /> Action Agenda <br /> [� <br /> ACTION AGENDA ITEM ABSTRACT Item No � <br /> Meeting Date: September 5, 1995 <br /> SUBJECT: Customer Service, Innovation, and Efficiency Study <br /> ------------------------------------------------------------------------ <br /> DEPARTMENT County Manager PUBLIC HEARING YES NO X <br /> ---------•----------------------- ------------------------------- <br /> ATTACHMENT(S) INFORMATION CONTACT <br /> None County Manager, ext 2300 <br /> TELEPHONE NUMBER <br /> Hillsborough 732-8181 <br /> Chapel Hill 968-4501 <br /> Mebane 227-2031 <br /> Durham 688-7331 <br /> ------------------------------------------------------------------------ <br /> PURPOSE: To receive a report on a proposed course of action for <br /> pursuing a study of customer service, innovation, and/or efficiency <br /> in Orange County government services. <br /> BACKGROUND: During the 1995-96 budget worksessions in June, the Board <br /> indicated its desire to pursue a study of innovation and efficiency in <br /> County government that would lead to improved service quality and <br /> employee productivity. During a discussion of this topic during the <br /> Board' s August 10 worksession, the Commissioners agreed that a helpful <br /> step in pursuing such a study would be to gauge the current <br /> perspectives of Orange County citizens on county government service <br /> quality. <br /> The Manager and staff have since met with Institute of Government staff <br /> to explore the possibilities for a cooperative effort between the IOG <br /> and County to survey the degree of citizen satisfaction with Orange <br /> County customer service and service quality. IOG staff conducted a <br /> study of service quality in Lincoln County during the past two years, <br /> and could replicate that study, with appropriate modifications, in <br /> Orange County. IOG staff identified several points which the Board <br /> should consider in determining if and how to conduct a survey of some <br /> type. <br /> First, the Board would need to decide whether to focus on service <br /> quality, efficiency, innovation, or some combination, since each of <br /> these concepts is different and may require a different assessment <br /> approach. The IOG staff approach, used in Lincoln County, focused on <br /> service quality. <br /> If the decision is to focus on service quality, the Board would have to <br /> decide whether to pursue the IOG' s Lincoln County approach, or some <br /> alternative. That approach measures dimensions of service quality (for <br /> example, reliability, access, convenience, problem solving approach) <br /> which are part of any service, whether provided by social services, <br /> health department, or library. For each dimension of service quality, <br /> the IOG approach measures what citizens say they receive as well as <br />