Agenda - 10-02-1995 - IX-A - Laserfiche WebLink

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3 One of the most important aspects of the service quality study is to identify gaps, if any, between what employees think citizens will say they receive in terms of service quality in various dimensions; what citizens say they receive in those dimensions; and what citizens say they expect to receive in those dimensions . The larger purpose of the service quality study will be served by identifying, examining , and implementing organizational changes that can close those gaps in the future. Given the complexity of this project , and depending on the time needed to complete the efficiency/innovation review phase, the Manager recommends that a minimum of 12-18 months be allotted for completion of the service quality study. Citizen Committees The Manager recommends that the Board appoint two separate committees, that could potentially meet together on several occasions (on an as needed basis ) to share information that might be beneficial to the work of the other committee. The Manager recommends that the Board include a number of employee representatives on the committees to assist the citizen appointees in gaining a broader perspective of how Orange County departments currently conduct business . One approach would be for the Board to appoint two 15 member committees, with 9 citizen appointees designated by the Board and 6 employees ( representing a cross-section of 2 first-line workers , 2 supervisors, and 2 department heads ) designated by the Manager . Selected staff from the Manager' s Office, Budget, and Personnel would provide staff support to the committees throughout the process. Part of the charge to the committees should be to develop specific definitions of the terms "innovation" , "cost savings" , "efficiency" and "service quality" as these pertain to this study effort. The Board should also consider defining the scope of the review expected of the committees . The Manager recommends that the committees pursue their reviews from a broad perspective, and that the efficiency committee particularly limit its focus on the line-item level of detail . A major part of the focus should also be on how resources or priorities could be redirected, rather than on specifically reducing service levels . The Board may wish to consider making appointments to the citizen committees at this meeting, or postpone that portion of the decision process to the next regular meeting on October 17 . Staff is prepared to begin work immediately with the Institute of Government consultants , consistent with the Board' s direction. RECOMMENDATION: The Manager recommends that the Board discuss the proposed course of action for a two-pronged review of efficiency, cost savings, and innovation opportunities , and of customer service quality; and provide appropriate direction to the Manager and staff for beginning this effort.