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<br />. WHAT DOES IT MEAN TO US/HOW DO WE <br /> ACHIEVE THIS? <br /> 1. Department head changes - proactive mode. <br /> a. Planning <br /> . <br /> 2. 1991 Citizens Survey review - Comments from <br /> Citizens: <br /> a. 70% excellent staff and 12% disapprove. <br /> b. Service is rated higher than suburban norm. <br /> c. Personal attention - good experience. <br /> d. Services generally can improve. <br /> e. 54% of citizens had contact regarding general <br /> information - but complaints lodged and lacked <br /> parks information. <br /> f. (1) 13% dissatisfied with personal contact <br />. (average to norm). <br /> (2) Dissatisfaction was with content of response <br /> not process. <br />. <br />- <br />