City of Atlanta Launches Performance Focused Strategy Group
5/29/2013, 2:21 p.m.
99%+ Residential Pick-ups Collected on Schedule – Collection services single-family garbage, residential recycling, and yard trimmings.
94% Accuracy Found in Water Meter Audits – 2012 audit of the system’s 150,000+ water meter showed 94% accuracy in reading of water usage; repairs were made where necessary.
Customer Service and Excellence
74% Respondents Satisfied with Customer Service treatment – 74% of respondents who contacted the City with a question or to request a service were satisfied with their treatment during the interaction. This is up from 50% in a similar survey conducted in 2011.
Established a Customer Care Bill of Rights – with the following rights:
The Right to Courteous Treatment
The Right to Know Who You Are Dealing With
The Right to Have Your Question/Complaint Heard
The Right to Easy Access
The Right to Responsive Service
The Right to Fair Service Delivery
Emily Love is the Director of the FOR Atlanta Program and leads the six person team. Love originally joined the City in early 2012 as a part of the Innovation Delivery Team, where she led the performance management function for the City’s work on customer service, a 311 program and the strategy to dramatically reduce street homelessness. Before joining the City of Atlanta, Love worked in the private sector as a management consultant before spending a number of years working for the City of New York as an internal consultant for the Bloomberg Administration.
For more information on the Focus on Results (FOR) Atlanta Program, please visit: http://www.atlantaga.gov/foratlanta