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File #: RES 22-132    Version: 1
Type: Resolution Status: Passed
In control: City Council
Final action: 1/26/2022
Title: Accepting the Customer and Constituent Services Study Report conducted by Cultivate Strategy to study and make recommendations regarding the city’s process to receive and respond to non-emergency resident complaints and feedback.
Sponsors: Rebecca Noecker, Jane L. Prince, Dai Thao, Nelsie Yang
Attachments: 1. Attachment A - Cultivate Strategy Presentation (Updated), 2. Attachment B - Customer and Constituent Services Study Report_Cultivate Strategy
Related files: SR 22-14, RES 21-879

Title

Accepting the Customer and Constituent Services Study Report conducted by Cultivate Strategy to study and make recommendations regarding the city’s process to receive and respond to non-emergency resident complaints and feedback.

 

Body

WHEREAS, the Saint Paul City Council Audit Committee, with support from the City Council (RES 21-879), hired Cultivate Strategy to study and make recommendations regarding the city’s process to receive and respond to non-emergency resident complaints and feedback; and

 

WHEREAS, on January 10, 2021, representatives from Cultivate Strategy presented a preliminary report of their findings and recommendations before the Saint Paul City Council Audit Committee; and

 

WHEREAS, on January 24, 2021, the Saint Paul City Council Audit Committee accepted the final report and voted to refer the study to the full City Council at its January 26, 2022 meeting along with a PowerPoint presentation ((Attachment A), made at its 10 AM Organization Committee meeting, and the final report (Attachment B); and

 

WHEREAS the study identified the following areas for improvements: 

 

(1) prioritize the health, hearts, and minds of frontline staff,

(2)                     shift the City’s identity narratives,

(3)                     establish universal access to service while building political efficacy,

(4)                     create conditions to share tracking between departments and with the public,

(5)                     empower main line staff to close requests,

(6)                     relocate citywide customer service,

(7)                     continue to diversity approaches to customer services,

(8)                     deemphasize anonymity; emphasize accountability,

(9)                     reward connectivity and curiosity,

(10) watch for opportunities to align business practices with high-quality customer-service technology; and

(11) for further study, strengthen and diversify the district council systems to improve service and build justice, build internal capacity to engage the community, reassess ethical and legal considerations surrounding community engagement, and leverage study recommendations to cut down on waste; and,

 

NOW, THEREFORE, BE IT RESOLVED, that the Saint Paul City Council accepts the Constituent and Customer Services Study Report by Cultivate Strategy in its entirety and recommends sharing the findings of the report with the Mayor and non-emergency departments.

Date NameDistrictOpinionCommentAction
2/1/2022 7:28 PMCheri L. Boehme   I'll read the do***ent later, but wanted to make a bike lane suggestion, based on what I observed in Philadelphia. Their bike lanes are not placed between the parked cars and moving traffic, as ours are. Instead, Philadelphia places its bike lanes between the curb and parked cars. This set-up is so much safer for bicyclists, as the parked cars protect bikers from moving traffic. Please consider. And THANK YOU for all you do for our city.