Item Coversheet

County of El Paso
Agenda Item Details


 

Item Title:County Administration - Customer Satisfaction Policy
Submitted By:Betsy C. Keller, CM, Chief Administrator, County Administration (915) 546-2215
Subject:Approve and adopt the El Paso County Customer Service Satisfaction Policy.  
Background:

Earlier this year Commissioner Court asked for a policy and procedures to address the complaint process to ensure a fair process that could not bypass the Code of Ethics and that allowed the County to address concerns.

 

After extensive research and working with County department heads, a draft policy and form were created. In addition to reporting complaints, the policy allows for compliments and suggestions to be received. The form would also be converted to digital format for online reporting through our website.

 

Each case will be logged and processed based on the type of complaint. The draft policy was presented to the Court for your feedback on December 5, 2018. Based on legal review and feedback the sentence, "However any false, misleading and/or malicious allegations may result in civil and/or criminal sanctions" was deleted.

Fiscal Impact:Due to the elimination of our current outside contracted service for online reporting, a savings of $5,000 will be realized through services now being provided via the County website.
Recommendation:Approve and adopt the County Customer Satisfaction Policy.
Prior Action:None 
Strategic Plan:..
Strategic Plan Information:

ATTACHMENTS:
DescriptionUpload Date
Compliments Complaint Policy 12/14/2018
Customer Satisfaction Form12/14/2018