Section A · Page 6
The University Daily Kansan
Wednesday, March 11, 1998
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In a report submitted by the service accessibility committee, commissioners heard recommendations to enhance the quality of services offered to Lawrence residents and university students.
Ken Collier, committee member, presented the report. The committee attempted to collect a range of opinions in developing its recommendations, he said.
The committee's report called for modifications in six areas of service: accessibility, attitude, reception, planning and development, leadership and feedback.
By Jeremy M. Doherty
jdoherty@kansan.com
Kansas staff writer
City employees may need to work on their people skills, the Lawrence City Commission learned at last night's meeting.
Committee report indicates problems of local government
City to 'tune up' public relations
"We were trying to get some idea of how well the city is doing
Collier said that the committee heard many complaints that city employees did not return phone calls and voice mail messages promptly. Other comments recommended that the city's employees adopt a more service-friendly attitude, he said.
its functions," Collier said. "What we found is that we are a city government in need of a tune-up."
"We need to bring the city closer to its citizens," Collier said. "We want the citizens to be able to get in touch with the government, find the right person they need to talk to and then be kept updated on the progress."
One solution developed by the committee called for a new reception area on the first floor of city hall, staffed by a person familiar with the building.
with the building.
"We found that people got a cool reception and an inefficient reception when they came here." Collier said.
Mike Wildgen, city manager.
Mike Wildgen, city manager,
said the city commission may to
approve some of the actions
within 30 days. Some of the items
already are being moved on, Wild- gen said.
"We're already working on the first-floor reception area, which is costing about $22,000, and the voice-mail and software improvements," he said.
"There was a broad base there, and we got a lot of concepts under discussion," Moody said. "We did hear a number of issues regarding slow or inappropriate response (to complaints). We also did hear some good responses, that we were doing some good things. I agree that all we need is a tune-up."
Wilden said that he did not know how much money had been budgeted by the city to carry out the committee's recommendations.
Bob Moody, city commissioner, served on the committee and said that the work had been an educational experience.
The committee was developed by the commission following a goal-setting session in May 1997. A half-dozen members, including Moody and fellow commissioner Erv Hodges, serve on its board, Wildgen said.
RECOMMENDATIONS:
- improve the voice mail system to ensure that adequate capacity exists to handle the current and future volume of calls
- update pamphlets for the Planning, Building Inspection and Fire Marshal Departments
- establish a policy that all calls will be returned in one business day
- develop a system of follow-up to ensure that the public is advised of action taken on calls or requests
- develop a training program within the city departments to ensure that all new and existing employees are trained in the methods and procedure to follow in responding to citizen requests and complaints
- develop a computer data base that would provide all offices and the reception area access to the correct person
install a drop box with questionnaires for citizens to submit ideas, requests and comments to city staff
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