Improvement projects are well defined with stated objectives, costs, benefits and expected outcomes123Improvement projects have a detailed implementation plan withclear responsibilities and time lines123Improvement projects are effectively monitored by a steeringcommittee or management team123Improvement projects are evaluated after their implementation andhave settled to a recurrent operation123
Procedures and instructions
We have procedures and instructions for most service processes123Procedure documentation is updated and current123Procedure documentation is available to all staff 123Staff are trained in procedure operation123Procedures are audited to ensure they are being complied with123There is a register of what procedures exist and who has ownershipof them123
We have a customer service counter or response team123We document and record all customer complaints or requests 123My City or Municipality actively seeks customer comments123Customer complaints and comments are analyzed and summarizedand reported to the management team and Council123We use customer forums or workshops to discuss servicedeficiencies and possible solutions123
Public information and media
My City or Municipality regularly issues public news or mediareleases that describe improvements or changes to services123My City or Municipality issues a regular newsletter updating thecommunity on significant achievements or service changes123My City or Municipality invites media representatives to regular updates or briefing meetings123
Financial and performance management systems
The budget allocation process fairly takes to account servicedemand levels and priorities for improvement123When service improvements are made, and there is a costimplication, there is a funding adjustment to support the change123In the City or Municipality annual report, service performance iscommented upon, and poor services are nominated for improvement123Please hand this form to your Group facilitator.