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016 STANDARD PROCEDURE <br /> COUNTY OF ORANGE <br /> SUBJECT: <br /> Citizen Comment Procedure <br /> PURPOSE: <br /> It is the purpose of the Citizen Comment Procedure to: <br /> Provide a formalized method of receiving, document- <br /> ing, and taking action on citizen comments; <br /> Promote County Government's responsiveness to <br /> citizens and the Board of Commissioners; and to <br /> -- Centralize information which can be used to analyze <br /> persistent concerns with services provided by the <br /> County. <br /> ORGANIZATIONS AFFECTED: <br /> All Departments and Divisions <br /> ADMINISTRATIVE POLICY: <br /> It is the administrative policy of Orange County to receive, <br /> document, and take action on citizen comments in a fair and <br /> expeditious manner. <br /> PROCEDURE: <br /> 1. Departments shall immediately attempt to resolve <br /> concerns or complaints of citizens regarding their <br /> departmental operation. <br /> 1.1 Documents the concern/complaint on the "Citizen <br /> Comment" form and disseminate as outlined. <br /> 1.2 Contact the citizen, by phone or in writing, <br /> regarding the status of the matter within 10 (ten) <br /> working days of first contact. <br /> 1. 3 If the complaint can not be resolved at the depart- <br /> mental level, notify the Manager' s Office. <br /> 1.4 The Department and Manager's Office shall maintain <br /> permanent record of the matter. <br /> 2 . Departments shall document citizen comments, such as <br /> compliments, ideas or suggestions, by completion of a <br /> "Citizen Comment" form and disseminate on the last <br /> workday of the month. <br /> 3 . Citizen comments received in the Manager's Office shall <br /> be routed to the appropriate department. <br />