01.02.08 - Citizens' Action System
CITY OF BOYNTON BEACH, FLORIDA ADMINISTRATIVE POLICY MANUAL CHAPTER: 01 Administration Policy No: 01-02-08 Previous No. 01.03.07 SECTION: 02 Administrative Directive Page: 1 of 4 SUBJECT:
08 Citizens’ Action System Policy & Procedures PURPOSE AND SCOPE: Enhanced level of customer service designed to provide efficient and effective resolution of citizen concerns. To receive,
record, assign, monitor and respond to citizens’ and Commissioners’ requests for information or action from staff through the city’s Intranet and the City of Boynton Beach Internet Web
Site. Administration of system will be provided by one high-level point of contact in the office of the City Manager. Technical support for the system will be provided by the ITS department
and GIS division. POLICY: To provide an effective intake and response program for citizens’ and Commissioners’ requests for information or action from staff under the jurisdiction of
the City Manager by expediting response time from staff and monitoring quality and completeness of staff response; and to direct information received by the City Commission to appropriate
staff for their information and follow-up. Requests for service or information not under the jurisdiction of the City of Boynton Beach (e.g. Federal, State, Constitutional, School Board,
or any other governmental agency outside the City of Boynton Beach) should be noted in written reply to Commissioner and/or citizen and shall include the name, address, and phone number
of responsible agency. PROCEDURE: Step I: Contact Citizen requests are directed to the Citizens’ Action System through the following channels: 1. Direct calls from citizens or direct
calls from Commissioners. 2. Letters to Commissioners from citizens requesting information or action, which are delivered to the City Manager’s Office 3. Letters to city staff from citizens
requesting information or action. 1
4. Requests from Commissioners containing details of service problems or other inquiries from citizens, including citizen’s name, address and phone number, and exact location if appropriate.
5. Citizens coming directly to City Hall and other city facilities requesting information or action. 6. Requests that are faxed or e-mailed from citizens. 7. Requests that are entered
directly into CAS by citizens, via the City of Boynton Beach website. Step 2: Follow-up 1. Written requests in the form of letters, faxes, or e-mails are date stamped on the day received
and entered immediately into the system. 2. Calls and walk-ins are entered immediately into the system and an identification tracking number is issued to the citizen over the phone/in
person. 3. All requests will be responded to within 72 hours of receipt. Step 3: Response/Closure 1. Department Head is responsible for ensuring the appropriate action and response is
completed in a timely manner. 2. Department assigned the service request will complete the corrective action and note resolution in system. 3. Citizen will be responded to within 72
hours by either letter, fax, e-mail or phone call and response will be noted in system. 4. Daily, a list of overdue Citizens’ Action System requests is delivered to the Department Director
and City Manager. The Department Director is responsible for resolution. 5. Monthly reports including overdue/outstanding complaints will be provided to the City Manager and the City
Commission. 6. If the action required from a citizen concern involves construction or major repairs, the Citizens’ Action System case will not be closed simply because the department
has responded. It is the department’s responsibility to update the open concern with progress reports to the comment field until the concern is actually complete. It will 2
be at that time the concern will be considered closed. If the citizen has been contacted with any updates, add the date in the comment field. Developed by: City Manager’s Office EFFECTIVE
DATE: July 1, 2002 Kurt Bressner Kurt Bressner City Manager 3
4 CITIZENS’ ACTION SYSTEM MISSION STATEMENT/GOALS AND OBJECTIVES Mission Statement: To create a user-friendly environment providing information, provide an effective intake and response
program for citizens and commissioners’ request for action, and to expedite response and monitor the quality and completeness of staff response. Goals/Objectives: • Objective -Promote
more responsive government through better information to citizens. • Objective -Provide more timely resolution to citizen concerns and complaints. • Objective -Implement a city-wide
Customer Service standard to improve city services and service delivery efforts.