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The City of New Orleans

Mayor Mitchell J. Landrieu

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Mayor Landrieu launches new STAT program to measure customer service performance at City Hall

October 02, 2013

NEW ORLEANS, LA –  Today, in keeping with his commitment to accountability, transparency and data-driven management, Mayor Landrieu announced the launch of CustomerServiceSTAT to review key performance results related to customer service.

Monthly CustomerServiceSTAT meetings will focus on citywide topics that are frequent sources of City interactions with the public, with an initial emphasis on NOLA311 calls, permitting and licensing, and land use.

“From the start of our administration, we’ve made customer service a top priority. This new tool will allow us to evaluate the data related to our delivery of city services and use it to drive our decision-making and continued improvement for our citizens,” Mayor Landrieu said.

The first CustomerServiceSTAT meeting is Thursday, October 3 at 8 a.m. in the 8th floor Homeland Security conference room at City Hall, 1300 Perdido Street.

The public is invited to attend meetings and participate by voicing concerns, providing suggestions or asking questions.

At each CustomerServiceSTAT meeting, City leaders and managers will review and assess progress achieved, overall trend data, and the likelihood of meeting performance targets. For programs at risk of not meeting targets, leaders and managers identify prospects and tactics for performance improvement, and make adjustments to operational plans as needed.

CustomerServiceSTAT was developed jointly by the Mayor’s Innovation Delivery Team, funded by Bloomberg Philanthropies, and the Office of Performance and Accountability, the team created by Mayor Landrieu to implement a performance management system in City Hall. It is the latest performance management STAT meeting managed by the Office of Performance and Accountability. The others are:

BottomLineStat
BottomLineStat is the City’s performance management tool for revenue collection and cost containment efforts. These meetings are held the fourth Thursday of every month.

BlightStat
BlightStat is the City’s performance management tool for tracking the City’s progress towards meeting Mayor Landrieu’s goal of reducing the blight count in New Orleans by 10,000 by 2014. These meetings are held the second Thursday of every month.

ReqtoCheckStat
ReqtoCheckStat is the City’s performance management tool for tracking the entire process of contracting out services—from the requisition of budgeted funds to the issuance of check for services rendered. To facilitate the launch of the CustomerServiceSTAT meetings, ReqtoCheckSTAT meetings will now be held quarterly. 

BottomLineStat
BottomLineStat is the City’s performance management tool for revenue collection and cost containment efforts. These meetings are held the fourth Thursday of every month.

QualityofLifeStat
QualityofLifeStat is the City’s performance management tool for addressing public nuisance quality of life issues, including repairs to streetlights and potholes, clearing illegal dumping sites, and towing abandoned cars. These meetings are held the third Thursday of every month.

Throughout the Administration, Mayor Landrieu has worked to significantly improve customer service at City Hall including moving back to a 5-day work week, creating a staffed welcome and information desk in the City Hall main lobby, revamping and redesigning the City’s website- nola.gov, launching NOLA 311 for constituents to report and track quality of life complaints and service requests and creating the One Stop Shop to improve and streamline the customer experience related to securing permits and licenses.

To learn more, visit the website of the Office of Performance and Accountability at www.nola.gov/opa.   

 
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Last updated: 10/2/2013 3:47:27 PM

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