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Overview

 What you  can expect from us

  1. Our goal is to provide at least one point of contact in each department to assist citizens with inquiries and requests.
  2. Service points – like City Hall – will be reconfigured so citizens can easily find and connect with the friendly, front line experts they need.
  3. Human Resources will collaborate with various departments to ensure employees have the knowledge, skills, and competencies required to increase customer satisfaction.
  4. Customer Service Representatives will be helpful, prompt, friendly and knowledgeable in addressing citizen questions, requests or concerns.
  5. Ensuring these people have the information, technology and resources they need to serve citizens is essential.

 How you can help us

  1. Make the time to provide positive or constructive feedback when you interact with City staff. Your feedback will help us in our continuous improvement efforts.

 

2016 Initiatives

New Intranet To Improve Staff Communication

  • Work began on developing a new intranet site to help keep staff informed and involved in citizen service improvement initiatives.

New Internal IT Service Manager System

  • The Information Technology Division launched a new self-service portal, for staff to submit problems/issues with their workstations and software systems.
  • The new system provides improved access to information about known issues and the typical solutions that will address the issue. 
  • It also provides a more strategic approach to ensure that issues are addressed more efficiently and effectively.

New Customer Service Position In Saskatoon Transit

  • Transit created a Customer Service Manager position to manage both customer service and engagement.  This new position started in March 2016 and has begun focussing on opportunities for improvement and will ensure that all citizen service incidents are investigated and resolved.

New Online Corporate Directory

  • A new online directory is intended to help staff find the right people to serve citizens. 
  • It is a replacement for the old printed information directory commonly known throughout as the “Green book”.
  • The new Corporate Directory currently has 3 functions: a people search function - to help staff find people quickly; an organization chart function - so staff can look for people within the organization structure; and general phone numbers listings - so staff can quickly find the general contact numbers that are not tied to an individual staff person.

Website Subject Matter Experts

  • Over 340 staff have now received training on the website content management system to keep information current and relevant.
  • This has provided a significant improvement in the accuracy of information accessible through the website.

Advance Website Software Training

  • Three city staff received advanced website training and are now supporting the ongoing operation of the website internally.

Harvard Manager Mentor Program Piloted

  • In February, the City recently launched a new pilot program that offers flexible and supportive online learning and development options. 
  • The program was developed by Harvard Business Publishing’s world-class experts and is called Harvard Manager Mentor (HMM). 
  • Participants in the pilot program include representatives from all City departments who will build critical management and business skills.

New Recruitment Video

  • The Human Resources Division created a new staff recruitment video that highlights the corporation’s dedication to becoming a workforce that better reflects our community.
  • We believe the civic workforce should be representative of the public it serves.
  • We continually strive to build an inclusive workplace that widely understands and accepts all dimensions of diversity.

New Online Course Registration

  • City employees are now be able to register for Learning and Development Opportunities online, ensuring a more streamlined process for all involved.

Community Standards Division

  • The Community Standards Division is the single point of contact for more than 100 Bylaws.
  • In 2016, Community Standards division will create a role for a Customer Service Coordinator who will be responsible to track, dispatch, and streamline bylaw complaints with a focus to improve the citizen experience and close the loop on citizen concerns.
2015 Accomplishments

Website Subject Matter Experts

  • Over 140 Subject Matter Experts received training on the website content management system to keep information on the website current and relevant.

Community Standards Division

  • The Community Standards Division is the single point of contact for more than 100 Bylaws. In 2016, Community Standards division will create a role for a Customer Service Coordinator who will be responsible to track, dispatch, and streamline bylaw complaints with a focus to improve the citizen experience and close the loop on citizen concerns.

Service Saskatoon Customer Service Team

  • Customer Service leaders from throughout the corporation meet monthly to share information, consult on best practices, and together work towards city-wide consistency in customer service delivery.  The SSCST has also contributed to the design and piloting of the recent Citizen Satisfaction surveys.

Corporate Learning & Development Calendar

  • The Corporate Learning and Development Opportunities Calendar is now available online allowing all staff easy access to training opportunities and updates throughout the year.