HomeMy WebLinkAbout2008 01 14 Informational 107 Customer Service Activities 2007COMMISSION AGENDA
Consent
Informational X
ITEM 10 7 Public Hearing
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January 14, 2008
Meeting Mgr. / ~ ept.
REQUEST: The Community Development Department, Customer Service Division wishes to
update the City Commission on the Customer Service Activities for 2007.
PURPOSE: To provide the City Commission with an update relative to the volume and level
of service provided to the residents Winter Springs and other city departments.
CONSIDERATION: The Customer Service Department operated with four staff members
(including the Customer Service Manager) to process the following items during the 2007 calendar
year.
• Number of phone calls: 17,920 (does not include calls that came through the City Hall
operator -these calls average between 35 and 50 per week)
• Number of permits created: 2,439
• Number of permits issued: 2,256
• Number of inspection request logged: 10,893
• Business Tax Receipts issued: 1,636
Other services provided:
• Records retention and scanning
• Provided online reports for permits applied for and permits issued (this service requested by
a number of home-owner associations)
• Provided online reports for inspection results
• Notify permit applicants of permit expiration
The Customer Service Division continues to refine processes to continue to provide responsive and
professional customer service.
ATTACHMENT: Customer Service Activity Report for 2007
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Customer Service Calls 2007
Jan-07 Feb-07 Mar-07 A r-07 Ma -07 Jun-07 Jul-07 Au -07 Se -07 Oct-07 Nov-07 Dec-07 Totals
S Ivia 188 122 174 160 194 156 140 172 187 200 78 74 1,845
Christi 77 66 100 133 113 89 113 169 183 183 122 108 1,456
Ch rel 103 39 77 82 77 81 54 87 60 69 70 60 859
Kirstin 489 79 100 175 231 133 140 0 35 112 134 152 1,780
Kim 392 318 384 313 354 268 294 336 337 357 258 185 3,796
Ins ection Line 1,022 700 1,151 917 717 764 552 660 635 448 331 287 8,184
2,271 1324 1,986 1780 1686 1491 1293 1424 1437 1369 993 579 17,920
Total Customer Service Calls YTD 17,920
Permits Created 2007
Jan-07 Feb-07 Mar-07 A r-07 Ma -07 Jun-07 Jul-07 Au -07 Se -07 Oct-07 Nov-07 Dec-07 Totals
S Ivia 49 57 42 34 47 43 37 48 52 24 0 0 433
Christi 21 32 54 46 43 31 67 69 39 33 49 484
Ch rel 114 81 72 101 64 46 64 72 39 54 33 51 791
Kirstin 73 38 67 102 93 59 59 26 0 42 55 49 663
Kim 4 9 9 4 19 4 2 3 8 3 3 0 68
240 206 222 295 269 195 193 216 168 162 124 149 2,439
Total Permits Created YTD 2,439
Permits Issued 2007
Jan-07 Feb-07 Mar-07 A r-07 Ma -07 Jun-07 Jul-07 Au -07 Se -07 Oct-07 Nov-07 Dec-07 Totals
S Ivia 45 41 48 23 48 42 25 56 39 12 0 0 379
Christi 1 37 29 53 34 38 37 57 58 58 35 40 477
Ch rel 105 69 70 82 64 50 52 60 52 44 43 37 728
Kirstin 60 36 55 97 92 54 54 27 0 39 45 45 604
Kim 6 8 8 7 17 4 3 1 6 4 3 1 68
217 191 210 262 255 188 171 201 155 157 126 123 2,256
Total Permits Issued YTD 2,256
Inspections for 2007
Jan-07 Feb-07 Mar-07 A r-07 Ma -07 Jun-07 Jul-07 Au -07 Se -07 Oct-07 Nov-07 Dec-07 Totals
1,279 1,000 1,534 1,222 956 1,019 736 880 847 597 441 382 10,893
Total Inspection Requests Handled YTD 10,893