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