Title
Public Response Standards Policy C-AD05
Proposed Motion
That Public Response Standards Policy C-AD05 be approved, as presented.
Body
Administration Recommendation
Administration supports the proposed motion.
Purpose
Public Response Standards Policy C-AD05 (formerly Public Letter or Concern Response Standards Policy AD 005), displays Council's commitment to responding to the public as soon as possible, and directs staff to practice good customer service, stressing the importance of communicating with the public so they are assured that they're being heard and being assisted. The policy has been revised to include standards for social media and telephone requests, and specifies how Parkland County employees are to respond to written, telephone, and social media inquiries.
Summary
Administration was asked to review our current policy regarding public response standards to see how we compare to other municipalities, and to address the issue of responding to social media inquiries. Sixteen other municipalities were asked to share their timelines and/or standards by which staff are expected to respond to inquiries from the public. Responses were received from the City of Grande Prairie, Town of Stony Plain, Red Deer County, City of Airdrie, City of Spruce Grove, City of Red Deer, and Town of Beaumont. Most advised that they have no policy or procedures on public response requirements. Spruce Grove has a corporate policy on Customer Service Standards (2008) and procedures which are very detailed and attempt to capture all business activities for all departments. Red Deer has corporate procedures on organizational communication (2009) which outline how to handle incoming email, letters, phone calls, and in-person contacts.
Governance and Priorities Committee reviewed Policy C-AD05 at their meeting held September 4, 2012, and recommended that it be presented to Council for approval.
Strategic Plan/Policy/Legal/Staff Implications
This policy supports Pa...
Click here for full text