May 11, 2008

Two surveys of City services

Dear Community Member,
Seattle Parks and Recreation is planning to redesign its website to better reflect current programs and services and to accommodate changing needs and demographics. Hearing about your experiences with our current website is critical to the development of a successful new site. Please tell us what you want to see more or less of on our website and what you've had difficulty finding by taking this short anonymous survey. To start the survey, click here.

If you wish to refresh your memory of the Parks and Recreation website before you take the survey, click here.

We will close the survey on May 25th.

Thank You!

Chris Smith
Web Manager
Seattle Parks and Recreation

Dear Community Members:

As someone who lives, works and plays in Seattle, you have probably experienced some level of our service -- it could have been from a police officer on the street or a City employee answering the telephone in a downtown office.

Each year, the City of Seattle receives more than 10 million phone calls and thousands more e-mails, letters, and visits from people looking for help. Many are handled well. But over the years, some of our systems have become too bureaucratic and unresponsive. We can do much better.

The City's Customer Service Initiative seeks to ensure that we focus on our core job of providing high-quality city services. Whether its water and power, parks, or public safety, our customers are entitled to prompt, efficient and easily accessible service from the City of Seattle. We now have the capability to translate calls to our Customer Service Bureau line (684-CITY) into 160 languages, so we want to make sure people are getting the information they need.

First we should set standards and expectations, in a Customer Bill of Rights, which will be based on the following guiding principles:

Easy and understandable -- City products and services should be easy to locate and access.
Responsive -- City employees should be helpful, connecting customers with others who can help if they cannot.
Fair -- There should be no economic, social or cultural barriers to accessing City products and services.
Results oriented -- Customers should get results, not just process.

To help us develop a meaningful Customer Bill of Rights, we want to hear from you. Please take a few minutes and complete this brief online survey. We will be taking input from the public until June 30. I encourage you to share this survey with family, friends, and other members of the community.

Thank you for your participation.


Darby N. DuComb, Director
Customer Service Bureau
(206) 684-CITY (2489)

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