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City hall employees man the newly created “city hotel experience” reception area.
MANDAUE CITY – Imagine visiting city hall and stepping instead into a hotel-like setup with a front desk for customers and government customer service relations officers ready to assist you with anything you might need. This is the idea behind Mandaue’s “City Hotel Experience” implemented by one of the city’s vision aligned project teams (VAC10) and led by the Human Resource Management Office.
As of last December, Mandaue has posted an 82.67% customer satisfaction rating across frontline offices as verified by third-party surveyors. This figure was reported by Mandaue’s Office for Strategy Management, and can be considered a win in comparison to the original goal of rating at least 80% in frontline customer service satisfaction by the last day of 2014.
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The “city hotel experience” receiption area was built exclusively to address inquiries and concerns from walk-in customers.
To achieve this and to challenge the stereotype of dissatisfactory service in government offices, Mandaue ran three (3) training programs for personnel in March, August, and November 2014. These tackled building a culture of customer service excellence, personality enhancement and empathic responding, and interpersonal and listening skills.
Through these programs, Mandaue has been able to instil a more customer-focused service culture in city hall, practiced by courteous frontline personnel who are slowly succeeding at changing the public’s perspective when it comes to transacting business with government offices.
The City Hotel Experience is a recent initiative that has been up and running since December 15, 2014. It positions the City Service Relations Office in the city hall lobby equipped with an internet protocol phone and SMART TV to facilitate faster and more effective service delivery.
To learn more about Mandaue’s City Hotel Experience and other transformative governance initiatives, visit https://www.facebook.com/iammandaueofficial.
To contact the writer of this story, send an email to MJ Castro at [email protected].
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