Improving Customer Service is essential to building trust and confidence in government.
This year, each agency in the State of Colorado set a goal in their FY19 performance plans aimed at improving the customer experience.
Below are a few examples from the performance plans, which can be found here.
Collecting Feedback
Using customer feedback to improve our processes
Survey Colorado Water Conservation Board (CWCB) loan recipients to make improvements to the loan application process
Maintain 90% CDLE customer satisfaction
Sustain 77% OIT customer satisfaction
Survey participants in the Medical Marijuana Registry Program to implement improvements
Increase CDOT customer satisfaction from 80% to 85%
Saving
Time
Improving processes to save our customers time
Reduce the time customers spend renewing Ag licenses by 20%
Average answer of Provider Calls will be < 60 seconds each month
Save property owners 2-3 days on stipulations and withdrawals filings
Reduce JGITC contracting times down to 3 months
Reduce Community Behavioral Health contracting time from 128 days to 109 days
Enhancing Programs
Customer-focused programs to better serve our customers
Establish an offender mentoring program through in-reach services
Expand technical assistance to better aid grantees in supporting their COSI scholars
Increase responses to local law enforcement requests for assistance with black market marijuana investigations
Implement a uniform intake form to better understand the needs of our Veterans across all 64 counties
Evaluation Criteria
In order to determine if a customer service goal was ambitious, the team used the following four criteria:
- Framed in terms of value to the customer: Goals and metrics developed with a focus on customer impact.
- Ambitiousness: Goal supported by a statement of ambition, i.e. why this is a stretch goal targeting more than incremental improvement.
- Utilization of key strategies: In order to reach the targets set out in the plans, one or more key strategy has been proposed, with an emphasis on new strategies. This could include the introduction or implementation of new technology, process improvement efforts, or employee engagement efforts.
- Quantitative: Goals are defined in the form 'from X to Y' by when and include clear measurement to track performance.
Customers identified by departments in FY19 customer service goals​
