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RBosch
Consulting
© 2005

Customer
Service
Strategy
May 2006

The City of Oshawa
Connecting Information and People

City of Oshawa

Customer Service Strategy

Table of Contents
Acknowledgement ......................................................................... 2 Introduction .................................................................................. 3 Approach ....................................................................................... 5 Project Objectives .......................................................................... 6 Situational Assessment .................................................................. 6 Guiding Principles ........................................................................12 Customer Service Goals ................................................................13 Critical Success Factors ............................................................... 23 Future State ................................................................................. 24 Next Steps .................................................................................... 24

November 25, 2005

Page 1 of 25

© RBosch Consulting 2005

City of Oshawa

Customer Service Strategy

Acknowledgement
The City of Oshawa is commended for taking a leadership position and embarking on a journey that will redefine how customer service is delivered. In summer 2005, the City of Oshawa engaged RBosch Consulting to develop a Customer Service Strategy to define the direction for the future that will enhance the current level of service. This document outlines a customer service roadmap with goals, objectives and related strategies to become a leader in customer-centric government1. Some areas within the organization have made great strides in enhancing service delivery to the customer. The purpose of this report is to compliment the work that is already underway in the organization and establish a corporate approach to customer service.

In addition, RBosch Consulting would like to thank the staff and Council members who took part in the interviews and the Customer Service Working Committee for its time, expertise and feedback in the creation of the Customer Service Strategy. It has been a pleasure for RBosch Consulting to have been engaged for this project and I look forward to working with the City of Oshawa in the future.

1

Customer-centric government is an organization that focuses on the customer experience and places customers at the heart of its business.

November 25, 2005

Page 2 of 25

© RBosch Consulting 2005

City of Oshawa

Customer Service Strategy

Introduction
Currently, the City of Oshawa serves a population of approximately 150,000 with an organization that is divided into three departments, plus the City Manager’s Office, and has approximately 738 employees. Recognizing a desire to improve customer service, and become a leader in customercentric government, the City of Oshawa identified that a customer service strategy was required. Today, many organizations are faced with significant challenges in the area of customer service and service delivery, both internally and externally. The constant change in demographics coupled with high customer expectations is making organizations rethink its customer service strategies. Strategies and tactics that worked in the past are less effective and require more effort to execute. In an era where service has become a defining factor for customers, organizations of all types struggle to find the unique balance between delivery of a service, the cost of the delivery and customer expectations. Local governments offer multiple services and, in most cases, departments work independently though they may share business processes. However, the customer views government as a complete entity and makes no distinction between departments or business process. Generally, having several contact points or multiple...
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