Customer Experience & Solutions

Brigitte Bailey, Director
Through engaged employees who are committed to quality service delivery, the Office of Customer Experience & Solutions works to improve the overall customer experience through its service efforts and delivery of solutions to both citizen and employee concerns. The Office aims to provide service that is convenient, accessible, inclusive, and user friendly.

1st Quarter Performance Report


Measure
Priority Area:  All People Trust Government is Effective, Efficient and Fiscally Sound
Objective:  The level of trust and satisfaction with the County government is increasing
Goal: Percent of customers who report their level of satisfaction with service as "satisfied"   or "very satisfied"
Target: 75%
Comments:

Measure
Priority Area:  All People Trust Government is Effective, Efficient and Fiscally Sound
Objective: The level of trust and satisfaction with the County government is increasing
Goal: Percent of inquiries and complaints researched, resolved or escalated to departmental level by the Office within 24 hours
Target: 90%
Comments:

Measure
Priority Area:  All People Trust Government is Effective, Efficient and Fiscally Sound
Objective: The level of trust and satisfaction with the County government is increasing
Goal: Percentage of inquiries or complaints researched, investigated, and resolved by the Office within 5 business days 
Target: 80%
Comments:

Measure
Priority Area:  All People Trust Government is Effective, Efficient and Fiscally Sound
Objective: The level of trust and satisfaction with the County government is increasing
Goal: Average time to answer calls in the queue is within 60 second
Target: 60%
Comments:

Total Obligations* vs Budget,  by Operations and Personnel
*Total obligations are the sum of expenditures and encumbrances.