CitiSmart Gets Cranked Up

Dec 4th, 2006

Mobile’s long-awaited CitiSmart accountability system got started this week when 80 senior city staffers underwent customer service and leadership training from noted author/motional speaker Lester Brown.

Brown was hired by Mayor Sam Jones to get the city’s senior staff prepared for changes that will result from CitiSmart.

“We want to see more accountability in city government,” Jones said. “To achieve that goal, we feel pleasant and efficient customer service must be at the forefront.”

In addition to the city’s senior staff, Jones said every frontline employee – from the staffer who issues business licenses to the call takers with the city’s 311 service request system, will undergo customer service training.

“Citizens deserve the very best treatment and delivery of public services,” the mayor added. “CitiSmart will allow us the ability to track the progress.”

To gain a better understanding the CitiSmart system, Jones said each city department head will be mandated to:
• Report bi-weekly before the mayor, the CitiSmart coordinator and a panel of supervisors and justify the day-to-day management and oversight of their department;
• Computerize data as it relates to the spending of tax dollars, employee productivity and the process of addressing citizen’s service request orders.
• The data must cover a wide range of information for a two-week period. For instance, the Public Works Department schedule of addressing pothole. The department has mandated to address such request in 72 hours. They must also explain why trash pick up was delayed, as well as, the number of comp and overtime hours incurred.

Jones said an assessment room is currently being renovated in Government
Plaza for CitiSmart.

CitiSmart Objectives are:
1. Ensure accountability, reliability and productivity of city workforce.
2. Develop and execute effective strategies and tactics for all delivery of services.
3. Guarantee swift deployment of resources where needed.