Chapter 1 General Government - The California Performance Review

The California Performance Review• Designate a departmental Customer Service Coordinator that would report to thedepartment’s executive officeEmployees• Provide input on employee surveys• Implement improvement plans• Respond to complaints• Resolve customer service problems• Adhere to customer service standards• Apply for awards• Use customer service tool kit (see description below)B. The Executive Order should create a Governor’s Customer Service Office (GCSO) tooversee the implementation of the above steps.The GCSO should consist of an executive leader and a yet-to-be-determined number ofstaff to oversee and assist in the deployment of the Executive Order and departments’Customer Service Training Plans.C. The GCSO should provide customer service training to the departments’ CustomerService Coordinators.The training would be conducted in two segments. The first segment would consist ofan initial classroom training to the Customer Service Coordinators from each agency.They would be provided “tool kits” that would include guidelines, best practices andstrategies for implementing each component of the executive order and thedepartments’ Customer Service Action Plan. The second segment would consist ofquarterly workshops for the Customer Service Coordinators. The workshops wouldprovide additional training on each component of the executive order. The GCSOwould invite subject matter experts in the various areas of customer service to conductthe workshops. The Customer Service Coordinators would, in turn, provide customerservice training to departmental employees, as needed.D. The GCSO should develop a website that would contain descriptions of its purpose,mission and vision; the Executive Order; customer service reports; and notices ofcustomer service awards. The website would provide the aforementioned tool kits, aswell as links to related customer service sites.E. The GCSO should receive and review customer survey results and improvementplans from the departments.F. The GCSO should establish and award customer service awards to departments.A Government for the People for a Change 47