Ventura County Grand Jury
• 2007-2008
Ventura County Resource Management Agency: Customer Relations
⚠️ Translation Notice: This content has been automatically translated. The original English text is the official version. Translation may contain errors.
⚠️ Este contenido ha sido traducido automáticamente. El texto original en inglés es la versión oficial. La traducción puede contener errores.
Findings and Recommendations 11 findings
F01
The RMA staff does not receive formal training in customer service or public relations.
No recommendations for this finding
F02
The customer relations program for the RMA consists of: • Mission Statement RMA: Customer Relations 1 • Web site • Public Opinion Forms [Att-01 through Att-03] • several Municipal advisory committees in the Planning Division
No recommendations for this finding
F03
Public Opinion Forms measuring customer satisfaction are used by all divisions with the exception of Weights and Measures. [Att-01 through Att-03]
No recommendations for this finding
F04
The Weights and Measures Division maintains its own method for receiving, logging, and tracking customer complaints.
No recommendations for this finding
F05
The Agency Director reviews monthly summaries of all Public Opinion Forms received.
No recommendations for this finding
F06
There is no performance standard related to customer service for any of the four divisions having public contact. Service-related complaints are resolved informally (generally over the telephone) by the Building Official, a Division Deputy Director, or a Program Manager.
No recommendations for this finding
F07
There are no RMA appeal processes for service complaints. The public’s only recourse is to appeal to the BOS or file a complaint with the Grand Jury.
No recommendations for this finding
F08
Public telephone customer complaints are not logged.
No recommendations for this finding
F09
RMA Deputy Directors and Program Managers are responsible for public opinion record keeping in their divisions.
No recommendations for this finding
F10
Public Opinion Forms are not pre-numbered or date stamped. [Att-01 through Att-03]
No recommendations for this finding
F11
The number of customers visiting each Division is not consistently tracked. Conclusions C-01. The RMA does not provide staff with customer relations training. (F-01) C-02. The RMA does not have a customer relations program. (F-02 through
No recommendations for this finding
Conclusions 1
-
CL1 Page 2C-01. The RMA does not provide staff with customer relations training. (F-01) C-02. The RMA does not have a customer relations program. (F-02 through F-04, F-06 through F-09, F-11, F-12) C-03. The RMA has no performance standards or benchmarks for improving customer relations. (F-06 through F-12) C-04. The RMA is unable to determine how many customers complain by telephone since calls are not logged. (F-09, F-12)
No Responses Found 2
Government entities assigned to respond to this report. No response documents have been linked in our database.
County of Ventura
Agency
Ventura County Board of Supervisors
Elected County Office