RFP 23-014 Customer Service Strategy - RFP 23-014 Customer Service Strategy

Rocky View County recognizes that providing excellent customer service is of paramount importance as citizens, business owners and developers rely on the County for a wide range of services, including permits, licenses, public works, and community engagement. Citizens expect efficient, transparent, and responsive service delivery and their satisfaction directly impacts the reputation and effectiveness of the County.
Customer service at Rocky View County is currently guided by Council Policy (C-108) (2079), https://www.rockyview.ca/Portals/0/Files/Government/Policies/Policy-C-108.pdf which outlines 8 principles to guide the Administration’s customer service interactions. In December 2022, as the County’s strategic plan was refreshed, Effective Service Delivery was acknowledged as a key area of strategic focus, with the objective to continuously assess services for improvements in customer service. The average customer experience rating for identified transactional experiences (KPI SE 4.2) was identified as the key performance indicator. Please download the document separately from APC. The specific focus on service delivery and continuous improvement far exceeded the guidance provided by the existing policy and practice, as the County does not currently have a customer service strategy or measurement tools to collect data on customer experience. The 2022 Citizen Survey revealed that just under half of residents surveyed were satisfied with the quality of Rocky View’s services and programs and 61% were satisfied with their interactions with the County in the last 12 months. Reasons for dissatisfaction included not resolving their issue, too much bureaucracy or lack of authority to solve the issue, poor communication, long response time, no follow-up, and inconsistency in processes. The absence of a customer experience framework and measurement is causing the following gaps for Rocky View.