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HomeMy WebLinkAboutOneHB Public Service Excellence Vision (2) NTINGjo� 2000 Main Street, of,� .}� Huntington Beach,CA ,, 4� �� • v 92648 City of Huntington Beach File #: 23-610 MEETING DATE: 8/1/2023 OneHB Public Service Excellence Vision City of Huntington Beach Page 1 of 1 Printed on 7/26/2023 powered by LegistarTM z .� a s "K ,...'" aiAi _2". m ', t ° '£` , "ram 4i' '', '0 .:'t' -, . +Y {may C 3��{gf1•13,°,° v � , {{11y��:♦�ee�� 1i bNVIRiP V P 1 ,.:"7:., A I +,y .tom -�d \ 1 4 b i t ,,r X. s. yak." ° ,� 'av ; .,'Xe Pyle `h 4r. 3 vi ._ " 'y� f 'P : a • ° r _ v ,���+ ...yyy ^s P • .e . e • • • •• cfl- > z °° •" • " • • ° °Wr °•. 2. . .. _. 0 .. . .. .. ,... . tu . > ,: . .. .. 411 ., . Ca uni., : 40. 3 vIu > °11111611' ,Apia e. a O ' . Z ' ' ° -'41) '' ': 0 ) Cfl (flU :- HB Service Excellence Initiative To grow/expand the value-driven customer service culture throughout the City of Huntington Beach that permeates every aspect of City operations and every touch point the City has with its residents, businesses, and visitors. Comprehensive Customer Service Customer Service One-Day Large Customer Service Assessment Study Session for Group Customer Seminar for the HB (Community City Council Service Training for Business Communit Meetings,Stakeholder All City Employees & Public Interviews,Mystery Shops,Online Survey) 14PRtL 2023 MAY 2, 3623 MAY 3, 2623 MAY 3, 2423 ,, HB Service Excellence Initiative �\,,,, , ;.-,:::4t. To grow/expand the value-driven customer service culture throughout the City of Huntington Beach that permeates every aspect of City operations and every touch point the City has with its residents, businesses, and visitors. Five (5) 6-month Individual Develop and Customer Service Service Excellence Customer Service Implement a 12- Leadership Team Visioning Sessions Virtual Training for month action plan Training with 60+ City Select 250 for continuous Leaders Employees customer service improvement NN, MAY-kt 2613; b> MAY+ TvnnE 2023 TvLY - DEC 2023 2623-21t ;te aC,.f.7CN.7LO1 ' - e iof Servce Excellence ;,......2.!.:.,..;,,,..-:-.7::-7;;;,:f.,c „.,Y 1 ''' 74' , _,--- - \ .....„... ,' _ ,_ , .:.,„:-,-,- / , .. i. .....it.,..-; ::':., • 3 Pillars � kb ea .,r^,$�ie .pt A1oVV! "x� �� e .vie..- a 4�r - Rg . °T9 . a mx^s.� nt .: :.:.J LJ ,a � s;+6e. � �mom�e -a a , � � � . . " � ° - !:ds, r '7 i . - ,i _ P r - tLensof` a dw as. :- a l""X .� — -. y- �w' r ta 3. ' d `+&R1�R� 'tJL7 � � fii � � ° n .n x &1rebrustom Re1 � .,.,-° `� "� e�c . a - thing � t Uny ta.—n : • er ! 4 � =ye, , °c r r � Since ev Op e. °A V $�°s * -c.> peakYthe e row �ate m+ '; :, r . shen s m e , ,positively aryreo tt „s s tail np. 1, orµS dh mo gin s etha ° e "flectin v . 3t uh the re 1N ro � � 4 �, .s � °: . �rfrnY ,w Ctensot a 'nl . y {Comer « ..f Hcu Tp . N -s a ,,4 em q d n > , , , , :.!7:. • • HB Service Excellenc • • e Vision. °bevel°opment Process a - ......,,..1- - oi �: . * :Y ;w a c ^.,i L__ ".'."` + - ,. i"�,s; f �;s`i" =� :�,;. " ��a? I� a?c t P�r G� s �' \ is its#• 1 iY' .+.� der rr, LYcn' a a .., g� ti pp • . r„\ `' a i(Ill \ate^-..., Sf '�d,i N ( .;�_' - - � ,` 4,; 1 sW�.-,� ' »'", 'F y- '�° • • � JJJ • e • # " �" , Service Visioning 1�= x per" Tea Service Visioning 3 Date ; May 18, 2023 May 24, 2023 May 30, 2023 ELT, DLT,and Key Managers Dept. Representatives met Leadership Team members convened to discuss basic to merge the group's poll gathered again to provide Accomplished o ingredients of the City's results and develop one final feedback to the service • service vision statements unified service vision vision statement. and top frustration° statement. "Committed to Delivering "We Are OneHB - • TopaVISlon "Committed to Delivering Committed to Responsive Responsive & Exceptional Statement - Exceptional Public Service and Exceptional Public Service for All" Public Service for All" ° tr . 1 Eet Servce .Exci ellence' Vision Develo El:,3 . .. . ay . meProcess i ;e• � P , g °"w. p Tvi a � y F�710 ,� a $� �ro�;a"• . L q a y � - � -t1 . ` �# �p i w . - ' x r a K, G p �• I� G+ _ "d. rri ,..i. iota, -0,-,,,,,, , 4 *.:4 1 6:,,,li_i_. .- 4. Su er Tea°m 4 : ervic�e.Vdisi�c nin 5 r' �fi Cit council Update ' ��- ,.. F 9 a 1' h r W ebb ` ,a Tts 4 ' . �' ° Date June 12, 2023 July 17, 2023 August 01, 2023 s Department Representatives The final internal and external Staff presents the City's new ° : • met again to refine and Service Statements and Service Excellence Vision Accomplished : h define key terms for the City's Behavioral Standards were Statement to the City Service Vision and Behavioral presented to the Leadership Council and the public. • Standards. Team. "We Are OneHB - Internal External ° ° "We Are OneHB - Top Vision °. K *� Committed to Responsive "Committed to Responsive Committed to Responsive atem nt and Exceptional and Exceptional Public and Exceptional Public Service for All" Public Service for All" Service for All" . .. °• • , .. ., Visi onService .. ..,„ r, ,,,,, , , ... ... , , . .. „ . , _ , , . . ., ,, , , . , . . . ,, Statement .• .„ „. .„...„... , „. „,,,,,..,„,,___ „...„ Foe WE P1Lt C "Commi• tted to ,fag TltE CITY 714144 "We are OneHB - :: Responsive and „,,, Exceptional Committed to Responsive and • Public Service for All" Exceptional " pm..4.:,.:0,„_if,ti.:„....,..„,v_imfo„......„..,,,...„..ty: _....„„..._„..„, „,..„..„,,,,,,,._,,,,,,,,,,4_, ..,,,,,,,„ 1.,4„,.„,.,„„,4,,,,.._.N, .,„--..--a',A LA o a ;r�; a5 �§Public Service for All X ; f o--S 1 f ry Ni" k r, pp - ";� k & a y L" 'e. :It,: , N f-! r yhAX I1F0', raaej ,, " , l ,F �T 4 44ht i y;4;PV , Lrt FP . , 1a l K : ti tac A4�14 � I�S` ' ' ii a € �v r ti � s k5 4 ' � .a ,„ 44' ; 4$ ° r „„ " ' s 4tYrr"i a ..4 ' ,1 x • ���^ m ' 4V fte3 ;` � '' ,i rli r 4,44a - N144: . , A, ''''' AC c kip �� : p, pi,,,,,,,,, ,..,..:1 , Standardof C # ,,, ,: 9k il . "' �,. & „a .�k , � Standards that all OneHB team members must uphold to realize the service vision statement xi/ wt and carry out the 3 pillars of service excellence for internal and external customers. We are OneHB FE) Committed5 'mho Qo We work together as one team We recognize the awesome We recognize the importance of internally and externally to serve responsibility of serving the HB responsiveness and sense of the HB community. community and put our best importance and urgency in our efforts forward always. service delivery. Exceptional 1For All Public Service Mint rzi D We are REALLY good at what we do We take great pride in our public We serve everyone - residents, and provide excellent customer duty to serve. We make a businesses, and visitors as well as care with efficiency, reliability, difference in the HB community. our internal oneHB team members. kindness, and professionalism. We say and do those things that bring people together and maximize success for all served. We Are One FE e,e, ,, ,, ,,,,,:0,A.,!tiii:; . . 44_,,_„4....;:.4-_,,z,,,,,,,& ,.. ..„, ,. _ ,,,, . „3„. .4...,.. : e .. ,,,.,,,,,,,„, —3,1, ,se.::,-,:ti ,. ....,..;..t::,uciczt...„..„ _ -,itt... ,o, . . _. . :.,..,.. 2,,,,t.„ „,:,,,,-.Qt;itc-.4..,'''''''''''''0,6;14-7 4';'2'.,-,., .'1*-- 4.e I . . " -'"-t"'--;-, ` V pan One A One One ;; n Team Focus*ems , i . Goal ,AP.1.4,.'10' ' \\N\ wcuunrm••r' We are one team We have one focus I We have one goal ...working together to serve the ... to stay fanatical about ... to ensure that HB continually improves people of Huntington Beach achieving municipal excellence its standing as a premier coastal exceptionally to inspire pride in by being active caretakers of our community as measured through the our community. unique, people-centric HB health of our people, our organization, culture. our infrastructure, and our community. Icy k Committedq _ es We recognize the awesome responsibility of serving the HB community and put our best efforts forward always. raaaaaacax � ca ,ae � � ffi seca Behavioral Standards: • Show dedication to our job (e.g. no making excuse; regardless of positions we hold, don't blame other team members. We can all "pick up trash" because everything speaks) • Put best efforts forward (e.g. taking ownership and seeing it through; going above and beyond) • Be solution-focused (e.g., finding solutions and answers rather than just forwarding inquires to someone else; unacceptable to have "it's not my job" attitude) Tel Responsive 0 off- Recognizing the importance of responsiveness and sense of importance s " 04-, sear: and urgency in our service delivery. We all have duties to respond in a ' �� timely manner to address issues at hand. Behavioral Standards: • Be 100% present with our customers (e.g. show up on time, pay attentions and practice active listening, no checking phones while in communication with customers or in the meeting) • Be reliable and always strive for timely follow-through. We all have duties to response and address needs/issues timely. (e.g. acknowledging the receipt of emails/requests such as 24 or 48-hour response rule and informing customers of project ETA and next steps). • Quick turn-around. Don't be the one holding up the process. Be clear with who is responsible for what internally and provide sufficient training. • Have a clear line of communication with customers (e.g. one point of contact known to external customers including generic City email accounts) "§ Olt "�' .e_ r 1,474 Exceptional A ' Embodies allpositive attributes of top-notch, high-qualitycustomer care such as °� ��` � P P- � efficiency, reliability, consistency, kindness, personalized service and r 42 k n, � professionalism that are important to our leadership team. Behavioral Standards: • Provide consistent, accurate, and easy-to-access information to customers (e.g. 311 system, centralized information, ensuring customers get same answers to same Qs, etc.) • Take a proactive approach with thoughtful planning and service mapping from "lens of customers" in our process; if you see any issues, act proactively and tackle it with urgency • Be kind, friendly, and express your desire to help to customers at all times (e.g. simple things like saying hello in the elevator, offer help, friendly tones, etc.) • Follow through - delivering results in a promised timeline • Go beyond my job responsibilities and partnering with customers to find a solution; ensuring that customers are satisfied (e.g. improve the overall QofL satisfaction of 67%) • Be adaptable to changes and learn new laws/regulations and best practices in the industry. • Hire customer service-focused individuals, incorporate customer service training to the citywide onboarding progress, and acknowledge/celebrate teammates who exhibit excellent customer service. • Take responsibility, learn from mistakes, measure progress, and hold ourselves accountable. Public Service Fill 4:,„,,,, , ,,,z4,,, . '10 S 21 a d,*�' tN �dj4 � 'h'I"cdH d t� Regardless of our job positions, we make a difference in the communityandfil . take great pride in our public duty to serve the people of HB. Public service is �/ t °S: 7e an essence of what we all do. a Q a o a ® o a a o 0 a a a o 5 o " 0 S➢ p a E3 C7 [# Z p a a 0 a a o o 43 c o U a a p o a@ a p o g 4 Q a @ 9 o a o o Behavioral Standards: • Be an effective and prudent steward of public funds and actively consider the impact of our decisions on the financial stability of the City and its members • Pledge/Live by the City's Code of Ethics and model high ethical standards. • Focus on serving the community with integrity and take our duty seriously to act in the public's best interest and (re)build public trust. • Continue cultivating a just culture of learning from mistakes & keeping everyone accountable. N air • • ForAll �� 7 ra"44 � r: We serve-everyone - residents, businesses, and visitors regardless of their background. We also serve our internal OneHB team members as customers. We ` :v say and do those things that bring people together and improve their quality of life. 0000000000 0t o o PQ 00000OOU 00OOOfl Ooocoa0000000009004900Qoo oo Behavioral Standards: • Be consistent and treat everyone equally • Honor diversity of our constituents and OneHB team members and help create an inclusive, respectful work environment (e.g. respecting work-life balance, tackling difficult issues/projects in collaborative ways, adhering to the City's zero-tolerance policy to discrimination and workplace violence, etc.) • Conduct proactive community engagement efforts throughout the City. When we collaborate with diverse communities in HB, we can do our best work. • Know what's expected of you and your defined roles and do them well. We all need one another, communicate proactively and ask questions to eliminate interdepartmental silos. Ii , / Serv ice Vision INTERNAL: For OneHB team Members "We are OneHB - Committed to Responsive and Exceptional Public Service for All " fxktg^tzar' ;. � :"'' � "*�""`' ' ° �r" x`.rw �"x, �s 20 piL Service Vision EXTERNAL for the HB Community & Public Served "Committed to Responsive and Exceptional Public Service for All" • Review 12-month Action Plan by the North Star Consulting to prioritize and implement recommendations. • Continue Dennis Snow's Customer Service ps* Virtual Training for select 250 team members Next • Create an internal working group to meet oie regularly to identify customer frustrations and `a Steps develop service improvements. • Implement customer service process mapping Sti2V1 CL �EXC€LLFAKE ,, ff throughout organization $6 • Continue progress on streamlining HB & One Stop Shop project • Bring presentation on 311 system to City Council • , . .. ..,m,i1,40.42.4.2.0. ....'4*-,\,-,,A.- .., bile ,\, , ,..0".4.;44.1,,f,,,,:,,,,,41.14,.., ,,,,,_ „._, v,, ,,,v.,.,.-2, fix' Service Vision : � .g ��= Er3 Thank for aIIyou do and myou being #oneHB tea !