Outcome: Empower our Customers and Staff

Provide the Santa Monica community with data, tools, and information they need to be informed, empowered, and energized consumers of City services.

Introduce self-service options to improve 24/7 support availability, and decrease problem resolution time.

The City implemented a new service delivery system (Compass) to improve technology usage and the support experience of City staff.  Through customer self-service capabilities and an improved customer experience. The Compass system provides visibility to the status of entered requests and whether a service is delivered within an expected time frame.  

Metrics

% of all client requests submitted via self-service portal

This measurement indicates percentage of technology support requests submitted through an automated method. Increased usage of self service improves both the client experience and internal efficiency, reducing the amount of time spent by City staff supporting routine requests.

Time PeriodMetric Value
July 1, 2018 - June 30, 2019  55%
July 1, 2019 - December 31, 2019 57%

% of all client requests that met service delivery targets

Each request for service has a target for resolving that specific issue or request based on various criteria.  The faster those requests are handled the less time City staff waits for support, increasing productivity and efficiency of City operations.

Time PeriodMetric Value
July 1, 2018 to - June 30, 2019  76%
July 1, 2019 - December 31, 2019 69%

More Information

This outcome is part of a the Customer Experience theme City of Santa Monica's IT Strategic Plan. More outcomes from this theme are available:

Share and Expand Knowledge


Inform, engage, and educate to better facilitate the sharing of knowledge within the Santa Monica Community.

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