Survey being sent to My Spokane customers
Brian Coddington, Communications Director, 509.625.6740
Monday, June 8, 2015 at 1:30 p.m.
Starting this month, a six-month promotion begins encouraging citizens to talk about their experience with the City. Surveys will be emailed to all citizens who have received service asking for feedback.
“Citizen feedback is important to us, so we encourage citizens who use the My Spokane services to tell us how we could be better serving them,” said Mayor David Condon.
As one example, citizen feedback on the City’s online graffiti reporting tool led to improvements to make it even more user-friendly. The City has received more than 680 graffiti complaints in the past 12 months and 38 percent of those have been reported online to SpokaneCity.org.
The City established the My Spokane service desk almost three years ago to simplify access to services and information. It connects the community with knowledgeable, friendly, and quality service with one call, one click, or one visit.
My Spokane initially assisted customers with utility billing payments, parks and recreation registrations, non-contested parking ticket payments, and general city questions. Abandoned auto complaints, graffiti complaints, inspector calls prior to 8 am, the snowline and SCRAPS animal registration has since been added to the 755.CITY line. My Spokane has also developed new web-based forms for citizens to request service assistance on their time and terms. Citizens can report graffiti, potholes, and animal complaints online. In partnership with Spokane COPS and Spokane Police, citizens can register their bicycles to aid in recovery in the event it is stolen. Citizens can also request service from the City’s solid waste and utility billing department, such as reporting a missed collection, requesting a different size garbage can, starting yard waste service, or requesting a closing bill.
Last year, more than 81,000 citizens contacted My Spokane – and just over 50 percent of those were customer walk-ins. For those who prefer the convenience of a phone call to 755.CITY, 97 percent of calls are answered in under 19 seconds. Call volume increased 8 percent during the first five months of 2015. Since March, My Spokane has handled 467 solid waste service requests and 64 utility billing inquire via the online My Spokane customer service area at SpokaneCity.org.
Citizens who take the customer service survey will be entered into a monthly drawing to win $50 off their City of Spokane utility bill or a free Spokane Parks and Recreation class up to a $50 value.