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MONDAY, OCTOBER 7, 2013
Vol. CXXIV, No. 194
INSIDE:
OFFICIAL NEWSPAPER OF THE CITY OF TACOMA Devoted to the Courts, Real Estate, Finance, Industrial Activities, and Publication of Legal Notices
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Study Session
City Hall revamps customer service program
Photo Courtesy City of Tacoma The City of Tacoma recently launched a new customer service effort aimed to provide residents a level of access to City services designed with an enhanced customer experience in mind. The so-called the P.A.S.S. (" Public Access, Service and Security") Customer Support Initiative combines the new one-stop TacomaFIRST (Fast Information Resource Service Team) Customer Support Center with technology tools in an effort to deliver an improved and streamlined process for respond-
Jimmy John's to open on UW Tacoma campus Posted online Weds., Oct. 2 Jimmy John's Gourmet Sandwiches will be the newest tenant in the University of Washington Tacoma's Pacific Avenue retail spaces, school officials announced Wednesday. The restaurant recently started construction on its new space in the Russell T. Joy Building, and may be open in late-2013 or early-2014. Jimmy John's, which was founded in 1983 in the university town of Champaign, Ill., and now has 1,600 locations in 40 states, is the latest of several new eateries that have opened or are slated to open near UW Tacoma. Granola's Frozen Yogurt opened this week, and construction is under way on Than Brothers Pho, which should open its doors by the end of this month. Earlier this year, Savor Tacoma Creperie and Tinkertopia opened their doors for business.
ing to customer service requests. The new center opened on Tues., Oct. 1, on the second floor of the Tacoma Municipal Building. "This unified, more centralized access is part of our organization's comprehensive strategy to continually improve the way we deliver core services," said Tacoma City Manager T.C. Broadnax. "What this initiative does is put Tacoma residents first. The goal is to deliver multi-modal access to City services in an exceptional way, and provide a one-stop approach in service delivery that offers a concierge feel in the way of reception, face-to-face interaction, telephone and online contact." In addition to the TacomaFIRST Customer Support Center, office footprints have been reassessed in the Tacoma Municipal Building complex, which includes the north annex, to move all public interface functions to the first three floors of the Tacoma Municipal Building. Residents and visitors are greeted on the first and second floors of City Hall by staff specifically trained to guide them to the services that they need. A number of self-service tools allow visitors to submit and track service requests online to complement the Customer Support Center. One such tool is the Customer Relationship Management CityQA online system designed to track and resolve service requests, provide answers to questions pertaining to City policies and programs, and allow for users to ask questions. CityQA's goal is to allow City staff to respond more efficiently to residents' requests. A centralized 3-1-1 telephone number will be phased in at a later date to provide live and afterhours voicemail telephone support for callers seeking City services. Additionally, the City will launch a mobile application during the second phase of the initiative.
Tacoma City Council to discuss South Sound 911, homeless encampments
Posted online Fri., Oct. 4 Tacoma City Council is scheduled to meet Tuesday at City Hall to receive an update on South Sound 911 operations. In November 2011, Pierce County voters approved a sales tax increase to create South Sound 911, a combined 911 and dispatch service that includes Pierce County, City of Tacoma, City of Lakewood, City of Fife, and West Pierce Fire and Rescue and consolidates independent dispatch centers in an effort to provide a reliable service for first responders and Pierce County residents. On Tuesday, South Sound 911 Executive Director Andrew E. Neiditz will discuss the transition from the Law Enforcement Support Agency to South Sound 911, performance standards and expectations, on-line services, and 911 upgrade and infrastructure projects. Additionally, Tacoma City Council will hear from City of Tacoma Neighborhood and Community Services staff on a revised homeless encampment clean-up process, as well as an on update on homeless encampment clean-up work completed throughout Tacoma over the past nine months. Tacoma City Councilmembers will discuss these issues during a study session, which will be held on Tues., Oct. 8 at 12 p.m. in Room 16 of Tacoma Municipal Building North, 733 Market St. Audio from the meeting will be broadcast live on TV Tacoma and online at tvtacoma.com. On-demand audio archives are available on the Web within 24 hours of the meeting online at tvtacoma.com.