City administration has been directed to create a resident-first and client service strategy and report the results back to council, following a recent city council meeting.
The following motion was put forward by Coun. Patrick Boyle:
That administration be directed to create a resident-first and client service strategy that outlines, but is not limited to, the following:
- How resident inquiries are handled, tracked, measured and responded to
- The level of service for City of Moose Jaw permits, approvals, programs and services
- Response times for city permits, approvals, programs and services
- Creating a resident-focused culture
- Improving service delivery
That administration include information regarding potential resources, both capital and operating, required to implement the strategy.
“Not to say that we’re not doing this in administration, but we’re formulating that and publicly publishing that to our residents. It would be all of our service level times—how long it takes to get that deck permit, how long it takes to get your garage built, all those things,” Boyle explained.
Boyle said this topic has been discussed frequently among city council and administration, especially with the city hiring for a chief of staff position. He noted that Coun. Chris Warren had brought forward a similar motion in 2017 or 2018, which was defeated.
One issue Boyle raised was with the City of Moose Jaw Request for Service (RFS) app. He said he has heard of tickets not being closed in a timely manner, giving the example of a snow removal ticket that was only recently closed.
“I think the app has a ton of value and there’s a lot of good work in there, but it needs to be formulated into somewhat of a strategy to implement for residents and put those measures in there and make sure that’s in a very purposeful way for people,” Boyle said.
Coun. Dawn Luhning agreed, saying that in the next three and a half years of their current term as elected officials, she would like to see customer service improved. She noted that she has experienced her own issues with the mobile app.
“I do think there’s a lot of change that we should be making to it—or get rid of it, or start something new or do something—so I can appreciate where Coun. Boyle is going with this because I do think we, as a council and our city manager and her team, need to discuss this,” Luhning said.
She added that city council and administration should work together methodically to find solutions.
“I’d really like us to take this one and make sure that we work with Ms. Carmichael and her team to put something in place that’s going to work,” she said.
When asked by Warren how this initiative aligns with administration’s strategic priorities, City Manager Maryse Carmichael said a lot of work is already being done to improve the customer experience, and residents are always the priority. However, she said it will become the number one project once a chief of staff is hired.
“The RFS app is not perfect—absolutely not. There are issues we need to work on, absolutely, and we know that, and that is why I came to council asking for an extra position for someone who can work with all the departments and ensure that our residents have the service they deserve,” Carmichael said.
Warren requested an amendment to the motion: “That administration communicate and report on the results.” He said customer service was a key issue when he campaigned in the last municipal election.
“Not saying that the city is not already moving this way, but I think this just signifies and signals city council’s interest in working with administration to move forward and enhance the customer experience and the experience of our residents,” Warren said.
Warren’s amendment passed unanimously, as did the amended motion.