City Manager's Annual Report Annual Report 2018 | A Year In Review | Page 23

CUSTOMER SERVICE New TV Show Highlights City Topics, Events We know our almost 190,000 residents all have different ways they like to receive information, and the Communications Department strives to cater to as many of those customer preferences as possible. For those who like to get their City information via television and videos, Communications staff created a news wrap-up show in 2018 called “The Agenda”. “The Agenda” is another tool the City uses to let the public know about a variety of topics, upcoming and past events and other news you can use in one spot. A new show is created on or about the 15th of every month. The latest episode can always be found at www.cityofpsl.com/news. New Phone System Means Less Wait Time In the continuing effort to provide outstanding customer service, Utility Systems has upgraded its phone system with several new features to reduce wait times by routing them more efficiently. Callers now have a language selection option, which allows them to be routed to either an English- speaking or Spanish-speaking representative. Additionally, the new system allows for skill-based routing to appropriate Customer Service representatives. The call-back option allows customers to leave a phone number for a representative to call them back without losing their place in the queue or waiting on hold. The goal is to answer all calls within four minutes. Since tracking began in August 2018, the wait time has decreased from an average of seven minutes to two minutes. CITY OF PORT ST. LUCIE 2018 ANNUAL REPORT 23