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Bernalillo County’s Constituent and Support Services rigorously aims to deliver world-class customer service and support to county residents and user departments.


CALL CENTER

  • Provide live customer service for a variety of county services, functions and state-mandated programs
  • Ensure user departments requests for maintenance and repairs of county owned assets are routed timely

INVENTORY

  • Manage inventory warehouses for the Metropolitan Detention Center, Fire Department, Youth Services Center, and Public Works Division
  • Ensure inventory stocking levels are accurate and able to satisfy the needs of departments

PRINTING & GRAPHICS

  • Design and manufacture traffic, facilities and construction signs for county roadways, operations, projects, and facilities
  • Maintain materials need for graphic design and manufacture of county-branded road, construction, project, and facility signs; as well as banners, stationery, business cards, fliers, newsletters, brochures, postcards, and other printing projects
  • Ensure printing and graphic design services are professional and timely

ID Objective Status Accomplished Date

O122

Centralize customer service functions from various departments to the Contact Center

Complete

FY19

 


The Matrix is used during the Build Foundation and Developing Framework phases of the performance reporting process. While developing the Matrix the mission, services, projects, and performance measures are reviewed, updated, and/or established for the upcoming cycle. The Meeting Agenda and Industry Research are used during the Analyze & Review phase of the performance reporting process. The Meeting Agenda tracks questions and follow up items addressed during the DCM Performance Meetings, while the Industry Research is reviewed for industry trends and benchmarking opportunities.   



STRATEGIC PLAN GOALS LEGEND

The legend below illustrates the alignment to the Strategic Plan Goals across the objectives and performances measures per department.

DEPARTMENT PERFORMANCE MEASURES AND OBJECTIVES


 

O123: Establish the “Print Room” as customer service extension of dedicated Printing & Graphics function for Alvarado Square (Printing & Graphics)

Status: Needs Focus
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P108: Calls at Contact Center answered within 30 seconds (Contact Center)

Status: On Target
Rgb(98,163,159)

P109: Maintain customer satisfaction rate via survey feedback (Contact Center)

Status: On Target
Rgb(38,131,198)

P110: Complete graphic design work order requests with no more than 2 draft versions of final product (Printing & Graphics)

Status: On Target
Rgb(38,131,198)

P111: Process Metropolitan Detention Center (MDC) and Youth Services Center (YSC) inventory requests within 1 business day (Inventory)

Status: On Target
Rgb(38,131,198)

P112: Complete Fire Department custodial inventory requests within 3 business days (Inventory)

Status: On Target
Rgb(38,131,198)

P113: Maintain accuracy rate on inventory cycle counts for all warehouses (Inventory)

Status: On Target
Rgb(38,131,198)

P215: Collect county bad debt ($502,474.80) (Contact Center)

Status: Needs Focus
Rgb(38,131,198)
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