HomeMy Public PortalAboutLTC 129-2018 Building Department ComplimentsBAL HARBOUR
- VILLAGE -
OFFICE OF THE VILLAGE MANAGER LETTER TO COUNCIL
NO. 129-2018
To: Mayor Gabriel Groisman and Members of the Village Council
From: Jorge M. Gonzalez, Village Manager
Date: August 10, 2018
Subject: Building Department Compliments
The purpose of this Letter to Council (LTC) is to transmit to you the positive customer survey
results received regarding the Village's Building Department.
Starting in March 2018, the Building Department made available an anonymous Customer
Service Survey in order to access and evaluate their performance and obtain customer
feedback. The survey results were read on June 8, 2018 and July 25, 2018 respectively. Out
of the 32 responses that were received, 94% of our customers rated the service received as
"Excellent" and the other 6% as "Good"; notably none of the results contained a negative
response. A table listing the survey responses is shown below:
Customer Service Questions:
Excellent
Good
Average
Fair
Poor
Staff available in a timely manner
31
1
0
0
0
Staff greeted you and offered to help you
31
1
0
0
0
Staff was friendly
32
0
0
0
0
Staff answered your questions
32
0
0
0
0
Staff was courteous throughout
32
0
0
0
0
Overall, how would you rate our customer
service
32
0
0
0
0
Additionally, customers were asked to detail their experience in working with the
department through a series of question prompts. The following is a sample of common
responses written by respondents:
• "Proactive, rapid response to questions"
• "Very professional"
• "One of the best in South Florida"
LTC 129-2018: Building Department Compliments
Page 2 of 2
• "The perfect way they have explained the process to obtain permits"
• "Easy to reach, friendly, always helpful, prompt, knowledgeable"
These results are a product of several years of working to develop sound business
practices, reorganization of our service delivery model, adopting of industry best practices
and new staff and better training.
Join me in recognizing the efforts of our Building Director Grace Escalante and the entire
staff of the Building Department for their hard work in providing a positive, customer -
focused, and welcoming environment.
If you have any questions or need any additional information, please feel free to contact
me or Building Official Grace Escalante.
JMG/GE