VI (D) Discussion/Action re: RSVP Program AGENDA 9-5-95
o\ Ocoee Item VI D
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fyf*OF GovNo4 PEGGY PSALEDAKIS,DIRECTOR
PERSONNEL/EMPLOYEE RELATIONS
150 N.LAKESHORE DRIVE•OCOEE,FLORIDA 34761
(407)656-2322
WELCOME TO
THE
CITY OF OCOEE
RSVP LINE
THE PRIDE OF WEST ORANGE
PROJECT:
RSVP
"WE WILL BE PLEASED TO
RESPOND TO YOUR CONCERN"
PURPOSE:
TO ESTABLISH A BETTER
RELATIONSHIP BETWEEN THE
CITIZENS, MANAGEMENT,
COMMISSIONERS, AND
EMPLOYEES, IN THE AREA OF
COMMUNICATIONS AND
SERVICES.
MISSION STATEMENT
RSVP LINE
"We want to 'Zero' in on citizen problems: "
"We want to 'Zero ' in on your concerns. "
"We want to hear your comments, Good
and Bad!" As civil servants, our duty is to
perform those tasks assigned to us and
render the best service possible to the
community. The strength in a community
rests within its spirit. The citizens and
management working together can create an
inseparable bond. Therein lies, our
COMMUNITY SPIRIT.
COMMENTS & CONCERNS
RECEIVED FROM THE COMMUNITY
I. Why do commission meetings last so long?
2. How do I get on the agenda at a commission
meeting?
3. If I tell you where I live, will you tell me who my
commissioner is?
4. I like what my commissioner said during the last
commission meeting. Will you tell him/her?
S. The City is doing a good job. Please tell the City
for me.
6. I did not like how the commission meeting went
last night. Please let them know.
Everyone views things differently.
That is what good government is all about.
COMPLAINTS RECEIVED FROM THE
COMMUNITY•
1. When calling in, some citizens get transferred to the
wrong person.
2. "John Doe has five cars in his yard and you're not
doing anything about it!"
3. "City employees just drive around and don't report
anything that isn't right; they don't report it because
they have the attitude that it's someone else's job."
4. "The City does nothing until after something
happens and only then do they act on it!"
5. "Jane Doe just put up a new fence in her yard and
it's higher than mine!"
IT GOES ON AND ON, WE'RE SURE
YOU'VE HEARD IT ALL.
THE FOLLOWING IS A SOLUTION
THE RSVP LINE
WHAT IS IT?
A Special Line into City Hall to increase communication between residents and the City.
The line will be answered by the Receptionist as follows: "Thank you for calling the RSVP
line, how can we help you?"
It is intended for use as an alternative to written correspondence and for citizens to express
their opinions on issues of concern. Residents in Ocoee may use the line to register their
views on City issues.
The recorded comments shall be summarized and forwarded to every member of the
Commission as long as callers identify themselves by leaving their name and address;
anonymous messages shall be disregarded. Having names and addresses shall allow members
of the Commission to respond personally to their constituents' inquires.
PROCEDURE:
The Receptionist will document the information obtained. He/she may be able to handle it
immediately if it is only informational in nature.
In the event it is a complaint or a problem, he/she will document the information obtained
and forward the Action Memorandum immediately to the proper department.
All incoming calls from the RSVP line will be documented on the Action Memorandum.
At the close of each days business, the Action Memorandums will be forwarded to the Office
of the City Manager.
This will be a 24 hour line. A recorder will be attached to retrieve information at the start of
the next business day.
PURPOSE
To expedite complaints/problems as quickly as possible and to improve communications
between the City and community at large.
THE CITIZENS BEGIN TO FEEL, WE REALLY CARE AND
WE REALLY DO!
CITY MANAGER ACTION MEMORANDUM
WHAT IS IT?
The official form used by the Receptionist to document complaints or concerns
received from the RSVP recorder. All complaints, comments, and concerns are to be taken
seriously and documented, regardless of how insignificant they may appear.
HOW DOES IT WORK?
Earlier we explained how the Receptionist will complete the information received by
documenting it on the City Manager Action Memorandum.
The next page is a copy of the City Manager Action Memorandum which shall be
completed by the receptionist with as much information as he/she may obtain. In the event
the caller is unsure of the District they are in, the receptionist will place the District in by
looking up the District on the District map.
The Receptionist will advise the caller that the information will be forwarded to the
proper department for handling. The Receptionist shall forward the information to the proper
department with a copy at the end of the day forwarded to the Office of the City Manager.
The Department Head shall have 24 hours to handle the complaint and/or respond back to
the complainant.
The Department Head shall forward the Memorandum back to the Receptionist with
the "Initial Action" section completed. In the event the Department Head indicates
"Additional Action" is scheduled, the Department Head will so indicate. Once the Additional
Action has been completed, the Department Head shall forward this information back to the
Receptionist.
The Receptionist shall document all information at each stage as it is received. The
City Manager shall receive copies at all stages as it is received.
All Elected Officials shall be provided copies each month of actions reported for each
month. Elected Officials shall have the ability to request printouts upon request at any time
of all recorded actions.
PURPOSE
To handle problems and forward comments and concerns as quickly as possible.
The citizens begin to feel we really care,
because we do care!
+ +
CITY MANAGER ACTION MEMORANDUM
+ +
Date, Time District:
To
Citizens Name •
Address •
Ocoee, Fl
Phone : ( ) ( )
(Home) (Business)
Location
Complaint •
Initial Action
Response:
Date: _ I _ I_ Time: _ Inspector:
Is Additional Action Scheduled? If yes, when
Additional Action
Council Member Advised ( ) Yes ( ) No
LOGISTICS
• ADVISE ELECTED OFFICIALS OF PROJECT
• INSTALL COMPUTER SOFTWARE
• INSTALL DEDICATED TELEPHONE LINE
• INSTALL "RED" PHONE AT RECEPTIONIST AREA
• INSTALL DEDICATED PHONE RECORDER
• TRAIN ALL STAFF IN THE USE AND PURPOSE OF THE
CITY MANAGER ACTION MEMORANDUM FORM
• PURCHASE BUMPER STICKERS FOR ALL CITY VEHICLES
TO ADVERTISE AND ENCOURAGE CITIZENS TO "CALL
THE RSVP LINE"
• ASK ELECTED OFFICIALS TO ANNOUNCE THE "RSVP
LINE" AT COMMISSION MEETINGS TO ENCOURAGE ITS
USE BY CITIZENS
• PRODUCE MONTHLY PRINT-OUT SHEETS FOR ELECTED
OFFICIALS REPORTING TO THEM THE CALLS RECEIVED
AND HOW THEY WERE HANDLED
• THE PRINT-OUT SHEETS TO SHOW THE CALLS AS
RECEIVED BY EACH CITY DISTRICT
ANTICIPATED START DATE: ON OR BEFORE OCTOBER 1, 1995