Fire Strategic Plan revised July 2002

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AP 3.7 Operations Division officers will coordinate all areas of the fire department in preparation for our next schedule ISO evaluation, ensuring all documentation required by the ISO is complete and orderly. PRIORiTY 2. Customer service It has been said that the only "product" the fire scrvice has to offer is Customer Service. Effective customer service, delivered in a safe and courtcous fashion, is the final outcome of all other departznent functions and activities. Quite simply, the delivery of our services is our one chance to make or break what has (likely) already become the worst day our customer has ever experienced. Our scrvice delivery encompasses our attitude toward customers, the quality of our work on the incident scene, attention to details (where feasible} that can minimize losses, a.nd the tools wc usc. Measurement of the effectiveness of our service delivery system is important, too, so that changes can be made to our procedures when warranted. Obj ectives Deliver service that mects or cxcceds customer expectations by: • Fostering a service mindset arxaong all mernbers; • Treating all of our customers with dignity; • Conducting operations in a courteous, safe, and professional manner; • Practicing effective loss control (i.e., salvage and overhaul) measures; . Investing in reliable communication, investigation, and cleanup equipment; and, • Measuring of customer satisfaction. Action Plan AP 3.8 Customer service training will be offered to all firc department members. PRIORYTY 4 AP 3.9 Create a Customer Service survey for post-incident follow-up and review the surveys on a regular basis for the purpose of improving performance. PRIORITY 2. AP 3.10 An officer perform a Customer Service follow-up interview with affected pa.rty(ies) withi.n three or four weeks of each major incident. PRIORiTY 2. Response times The Roseville Fire Department shall use performance benchmarking as a tool to evaluate the efficiency and effectiveness of emergency services provided to the citizens of Roseville. The department's ability to idcntify, measure, and meet established ��