Seemingly satisfied with the way city administration handles training and performance standards for customer service, Moose Jaw City Council has defeated a motion from Councillor Chris Warren who wanted a five part policy developed.

Warren who set out five items he wanted address from service standards, performance measures, training as well as short and long term community engagement. "The strategy doesn't necessarily mean that every concern will be addressed but it means that every concern will be discussed."

"It will include guidelines and expectations on City Hall and community interactions with a goal of ensuring the customer feels valued and satisfied with the outcome."

Warren said the motion has been something that he's been working on for a while now but recent complaints from residents about how they're being treated when they call City Hall with issues, brought it to the forefront of discussions.

As part of a report to give council current information before they voted on the motion, city administration presented their current policies, training materials and employee manuals that City Manager Matt Noble believed covers most of what Warren was hoping to accomplish.

Councillor Brian Swanson held the several hundred page report as he said that he didn't want to waste any more of their time. "I'm not one to believe that councillors sit back and make generic statements like this and your jobs is done."

"I would prefer that there be a motion brought forward that states what that customer service will be. If you buy into the idea that we're just here to set policy, then it is not our job to request administration to write the policy."

Councillor Dawn Luhning also spoke against the motion saying that over the last few years, city administration has gone to new lengths to introduce programs and training to enhance customer service but it can take time to see the full impact of those changes.  However, she believes that change is happening and is pleased with the direction it's going so far.

 

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