2014-06-16 Committee on Citizen Engagement Minutes
COMMITTEE ON CITIZEN ENGAGEMENT MINUTES
June 16, 2014
After determining that a quorum was present, the Committee on Citizen Engagement convened
in a meeting on June 16, 2014, at 9:00 a.m. in the Council Work Session Room at City Hall.
PRESENT: Council Member Roden, Council Member Gregory, Council Member Ryan, Bryan
Langley (ACM), Alison Ream (CMO), Howard Martin (ACM), Barbara Ross
(Community Development), Katia Boykin (Planning), Chuck Springer (Finance),
Kevin McGinnis (PCO), Robby Stengel (PCO), Tonya Demerson (Reprographics)
1.Council Member Roden called the meeting to order.
2.The Committee considered approval of the minutes from the meeting of April 11, 2014.
Council Member Gregory motioned to approved minutes; Council Member Ryan seconded.
The minutes were approved.
3.The Committee received a report and held a discussion regarding customer service
improvements recommended by the Committee on Citizen Engagement. Alison Ream
provided background information on the recommendations of the 311/CRM Task Force.
Council Member Roden asked if customer calls were tracked by Customer Service. Ream
explained that some divisions have reporting capabilities while others have a manual process.
Langley stated that 60% of calls to the City’s main switchboard are for the utility
departments.
Ream stated that staff is working on updates to the city webpage and navigation options and
increased reporting capabilities. Council Member Roden asked about recommendations to
address the Service Delivery component of the CRM initiative. Ream stated that staff has
not formed those recommendations at this time.
Council Member Roden asked about the terms of the existing contract for the City’s website.
Kevin McGinnis stated that the website contract is due for renewal in 2016, when the City
plans to upgrade the site, and that the current annual budget for website hosting and
maintenance is approximately $7,000. Langley stated that additional funding may be needed
to make more significant updates. Council Member Roden suggested that citizen groups
might assist with the re-design process.
Council Member Gregory requested further information on the hold times for police non-
emergency calls.
Council Member Roden requested further information on the planned updates to the website,
further reporting on call data, and other options to improve service delivery.
4.Management Report.
Council Member Roden suggested that members discuss potential topics for consideration of
the Committee at the next meeting.
Council Member Roden and Council Member Gregory requested further information on
public access to the e-TrakIT system.
COMMITTEE ON CITIZEN ENGAGEMENT MINUTES
June 16, 2014
Page 2
5.The Committee held a discussion to set the next meeting date and topics for discussion.
6.With no further business, the meeting was adjourned at 9:50 a.m.