A WELL RUN CITY:
CUSTOMER SERVICE
2015
1. Improve Agency Identity, Transparency and Customer Service
Create a communication
strategy and provide
dedicated staff to
implement it.
•
Create/reinstate LADOT
liaisons to work with
Council Offices, Mayor's
Office, and other
partners.
•
Develop LADOT
branding strategy.
•
2017
Partners
•
Hire staff and deploy enhanced strategies.
CAO,
Personnel
Reinstate "Council Liaison" position inside LADOT
and develop budget case for “community liaisons”
assigned to district engineering offices.
•
Fully implement district community liaison
function and integrate into communications plan.
CAO,
Personnel
Ensure LADOT brand is incorporated visibly in
every department program.
•
All external products include easily identifiable
LADOT logos.
Enhance existing communications strategy (press
and outreach strategy).
• Tailor communication to audiences and
neighborhoods. Incorporate youth and older
adults into strategies and messaging.
• Identify workforce and resource issues, and
establish one Principal Public Relations
Representative and two Public Relations Specialists
(one I and one II) positions for proactive media and
community relations outreach.
.
.
.
2. Improve the Dissemination of Information to Stakeholders
Educate Council Offices,
Mayor's Office and the
public on what services
LADOT provides.
•
Pilot LADOT presentations with stakeholders.
Establish baseline measurements of effectiveness
of external communications with stakeholders.
•
Formalize annual council office briefings on
projects and priorities.
Develop agency-wide,
project-based outreach
process.
•
Initiate project-based outreach.
•
Continue to initiate project outreach programs.
Create models and
templates for all LADOT
public outreach
materials.
•
•
Continue to publish "one pagers," fact sheets, and
other consistent briefing materials for all major
LADOT projects and programs. Distribute through
NavigateLA and LADOT Internet.
Engage social media
marketplace.
•
•
Explore new advances in social media activities
and establish a full-time position for social media.
Use technology and
social media to inform
people about traffic.
•
Share necessary traffic data to develop and
introduce "Apps" in conjunction with private
partners.
•
Develop and test automated navigation tools to
effectively route city fleet vehicles to minimize
traffic delays, fuel consumption and emissions.
Develop a parking data
sharing policy.
•
Adopt LADOT internal policy on data sharing that
takes into account the cost to provide the data
and maintain the infrastructure.
•
Evaluate effectiveness of the policy and modify as
necessary.
.
.
Design LAD