HomeMy WebLinkAboutOrdinance 17768-09-2007Ordinance No. 17768-09-2007
AN ORDINANCE INCREASING APPROPRIATIONS IN THE GENERAL FUND IN
THE AMOUNT OF $47,455.42 AND DECREASING THE UNRESERVED,
UNDESIGNATED FUND BALANCE BY THE SAME AMOUNT, FOR THE
PURPOSE OF EXECUTING A PROFESSIONAL SERVICES CONTRACT WITH
THE ETC INSTITUTE FOR THE DESIGN, ADMINISTRATION, EXECUTION,
AND ANALYSIS OF A POST CONTACT SURVEY MEASURING THE QUALITY
OF CUSTOMER SERVICE OF THE CITY; PROVIDING FOR A SEVERABILITY
CLAUSE; MAKING THIS ORDINANCE CUMULATIVE OF PRIOR ORDINANCES
IN CONFLICT HEREWITH; AND PROVIDING AN EFFECTIVE DATE.
BE IT ORDAINED BY THE CITY COUNCIL OF THE CITY OF FORT WORTH,
TEXAS:
SECTION 1.
That in addition to those amounts allocated to the various City departments for Fiscal Year 2006-
2007 in the Budget of the City Manager, there shall also be increased appropriations in the General
Fund in the amount of $47,455.42 and decreasing the unreserved, undesignated fund balance by
the same amount, for the purpose of executing a professional services contract with the ETC
Institute for the design, administration, execution, and analysis of a post contact survey
measuring the quality of customer service of the city.
SECTION 2.
That should any portion, section or part of a section of this ordinance be declared invalid,
inoperative or void for any reason by a court of competent jurisdiction, such decision, opinion or
judgment shall in no way impair the remaining portions, sections, or parts of sections of this
ordinance, which said remaining provisions shall be and remain in full force and effect.
SECTION 3.
That this ordinance shall be cumulative of Ordinance No. 17142 and all other ordinances and
appropriations amending the same except in those instances where the provisions of this ordinance
are in direct conflict with such other ordinances and appropriations, in which instance said
conflicting provisions of said prior ordinances and appropriations are hereby expressly repealed.
SECTION 4.
This ordinance shall take effect upon adoption.
APPROVED ~ TO ~F~OJRM AND LEGALITY:
r-'~ JU1n~=C1
Assistant Ci~jr Attorney
ADOPTED AND EFFECTIVE: September 11, 2007
Cify of fort I~/orth9 Texas
Mayor and Council Communication
COUNCIL ACTION: Approved on 9/11/2007 -Ord. No. 17768-09-2007
CONTINUED FROM A PREVIOUS WEEK
DATE: Tuesday, August 28, 2007
LOG NAME: 07CUSTOMERSERV REFERENCE NO.: C-22348
SUBJECT:
Authorize Execution of a Professional Services Contract with the ETC Institute for the 2007-2008
City of Fort Worth Post Contact Customer Service Satisfaction Survey and Adoption of
Supplemental Appropriation Ordinance
__ ___--_ --~-a., _ _ - _ .~_~
RECOMMENDATION:
It is recommended that the City Council:
1. Adopt the attached supplemental appropriation ordinance increasing appropriations in the General Fund
by $47,455.42 and decreasing the unreserved, undesignated fund balance by the same amount; and
2. Authorize the City Manager to execute a professional services contract with ETC Institute for the design,
administration, execution, and analysis of a post contact survey measuring the quality of customer service
given by designated divisions within seven departments, at a cost not to exceed $98,047.00.
DISCUSSION:
Each year the Customer Service Advocacy Group (CSAG) reviews the results of customer service scores
from the Citizen Survey. The CSAG was created by the City Manager in 2004, to foster and promote
quality customer service throughout all City of Fort Worth departments, and to ensure the continuation and
enhancement of the City's Customer Service strategic goal. The CSAG is comprised of members from all
City departments appointed by their department head and is atask-oriented group that works to complete
customer service initiatives.
Upon the review of the customer service results in the 2007 Citizens' Survey, the CSAG, along with key
members of the executive staff, met with the administrator of the survey, ETC Institute, to learn more about
the City of Fort Worth's scores.
2007 City of Fort Worth Citizen Survey
Respondents that Strongly Agreed or Agreed that:
Question CFW Other Cities
Resolved Issue to My Satisfaction 47% 69%
Did What They Said They Would 51 % 74%
Gave Prompt and Accurate Answers 56% 76%
Were Courteous and Polite 70% 87%
In all other areas of the 2007 Citizen Survey, the City of Fort Worth scored in the top 25 percent in
comparison to other U.S. Cities and in many categories, Fort Worth is the leader in excellence. ETC
Institute shared strategies utilized in other cities to increase customer service scores, including a post
Logname: 07CUSTOMERSERV Page 1 of 3
contact survey that ties directly to individual employee performance evaluations.
The CSAG proposed a pilot project to the City Manager's Office to administer a post contact survey. The
purpose of the pilot is to gather input from customers who have contacted one of seven departments
during the 2007-08 year to objectively evaluate call center and targeted field operations.
The CSAG analyzed the data from the 2007 Citizen Survey and based on the individual scores of various
departments, selected divisions of six departments to participate in a pilot program to improve customer
service ratings. The selected divisions are: Dispatch in Transportation and Public Works, the Call Center
in the Water Department, the Call Center in Environmental Management, two districts of Code Compliance
Officers, the Call Center and all officers for Animal Care and Control, a division of the Public Health
Department and the main call takers for Parks and Community Services Department. All of these
participating divisions provide external customer service. The City Manager added one more department,
Equipment Services, to include a department that provides internal customer service to other City
employees. In the 2007 Citizen Survey, the City of Fort Worth had a high number of contacts from the
public. Over 42 percent of those surveyed said that they contacted the City last year with a question,
problem or complaint. Of those 42 percent or 682 respondents, 534 contacted one of the 6 departments
designated to participate in the customer service pilot.
A total of 5,600 phone surveys will be administered in 2007-08 for the approximately 120 City employees in
the seven departments. The surveys will be administered monthly to a random sample of approximately
466 households and City employees that contacted one of the seven pilot departments during the previous
month. Data will be provided back to the seven departments on each individual employee quarterly. The
post contact survey will provide these seven departments with an objective tool for evaluating performance
for the length of the pilot program.
ETC Institute has agreed to a price of $98,047.00. ETC Institute will provide the following services: 1)
design a survey instrument and sampling methodology for each of the seven participating departments; 2)
conduct telephone survey interviews and data entry for 12 months for each department; 3) analyze survey
data; 4) prepare and provide quarterly findings with charts and graphs by department along with the survey
database; and 5) provide an annual summary report for each department. ETC guarantees 5,600
completed survey questionnaires, which should produce a low margin of error of only +/- 1 % at a 95
percent confidence level.
FISCAL INFORMATION/CERTIFICATION:
The Finance Director certifies that upon approval of the above recommendations and adoption of the
attached supplemental appropriation ordinance, funds will be available in the current operating budget, as
appropriated, of the General Fund, Equipment Services Fund, Solid Waste Fund and Water and Sewer
Fund. Upon approval, the unaudited, unreserved, undesignated fund balance of the General Fund will be
$1,177,672, which is the amount available above the minimum reserve fund balance of $46,845,951
required by the City's Financial Management Policy Statements (i.e., 10 percent of the current-year adopted
budget expenditures less the annual transfer from the General Fund to the Debt Service Fund).
TO Fund/AccountlCenters
GG01 539120 0071000
FROM Fund/Account/Centers
$47,455.42 GG01 539120 0141000
P161 539120 0212010
$15,000.00
$11.863.86
Logname: 07CUSTOMERSERV Page 2 of 3
PE64 539120 0525010 $11,863.86
PE45 539120 0601000 $11,863.86
GG01 539120 0071000 $47,455.42
Submitted for City Manager's Office b}~ Libby Watson (6183)
Originating Department Head: Vanessa Ruiz Boling (7534)
Additional Information Contact: Jacqueline Bender (8890)
Logname: 07CUSTOMERSERV Page 3 of 3