The customer service department provides assistance to citizens living in, working in and visiting Montgomery. Citizens can reserve a lodge or park shelter, sign up for the latest event or recreation class being offered, apply for building, zoning or sign permits and receive assistance on zoning questions. The customer service department also manages the technology infrastructure of the City which includes the website, e-government services, employee appraisal software system and technical support to all City staff. The customer service department is managed by the Customer Service Director, and is staffed by two full-time customer service representatives.
2012 was a one of change for the customer service department. In April, Chelsey Degenhardt resigned from her position with the City of Montgomery to pursue other goals. Chelsey remains involved in the organization and recently contributed artwork for the 2012 City Holiday Card. Connie Gaylor was hired in June to fill the vacant position. Connie’s past experience working at the Little Miami School District and the City of Lebanon has greatly enhanced the operations and service delivery of the City of Montgomery.
Service Enhancements and Efficiencies
Several service enhancements were led by the customer service department in 2012.
- Based on customer feedback, the lodge and shelter reservation pages on the City website were redesigned to make them aesthetically pleasing as well as user-friendly.
- Park picnic shelters have been updated to include a posting notifying visitors of shelter reservations. This has virtually eliminated shelter conflicts.
- Updates to ConnectMontgomery.org were completed in partnership between the customer service and community engagement departments. The new website is much simpler to use and is easily updated by members of Connect Montgomery.
- A database of business and residential addresses was created to store all development interactions such as building permits, zoning permits, sign permits and property violations for each address. This method of electronic storage will not only provide desktop availability of all information related to a specific address, but will follow the State’s provision for record retention and destruction. This process, when completely implemented, will create efficiencies in our filing process as well as much needed filing space.
Pioneer Park Gazebo
- The internal employee performance appraisal process and forms were updated to make them more streamlined and conducive to evaluating and improving employee performance.
- The technology in the City Council Chambers was updated to replace the portable projector and laptop with a more professional Smart Board that can be used in any meeting space in City Hall.
- The City email system was replaced with an online service that will increase reliability, redundancy and offer additional features to streamline communications among City staff.
98% of renters would recommend a Montgomery lodge or shelter to a friend!
- The contract for copier maintenance and support was put out for bid and awarded to Millennium Business Systems in February. This new contract will result in an annual savings of over $12,000 per year.
- Telecommunications and Internet service was contracted with Cincinnati Bell in November resulting in a savings of $13,000 per year.
$25,000 saved per year!