Free Daily Headlines :

  • COVID-19
  • Vaccine Info
  • Money
  • Politics
  • Education
  • Health
  • Justice
  • More
    • Environment
    • Economic Development
    • Gaming
    • Investigations
    • Social Services
    • TRANSPORTATION
  • Opinion
    • CT Viewpoints
    • CT Artpoints
DONATE
Reflecting Connecticut’s Reality.
    COVID-19
    Vaccine Info
    Money
    Politics
    Education
    Health
    Justice
    More
    Environment
    Economic Development
    Gaming
    Investigations
    Social Services
    TRANSPORTATION
    Opinion
    CT Viewpoints
    CT Artpoints

LET�S GET SOCIAL

Show your love for great stories and out standing journalism
CT VIEWPOINTS -- opinions from around Connecticut

Greenwich CAN get satisfaction

  • CT Viewpoints
  • by Peter J. Tesei
  • July 9, 2019
  • View as "Clean Read" "Exit Clean Read"

Resident satisfaction has increased over the last three years in all departments.

As my office is assembling the final report for FY19 Community First Goals, I can’t help but reflect on the tremendous progress the town has made on customer service. Upon entering office, the town didn’t have a formal customer service training program and was operating in deep silos at top levels of government.

In response, I instituted monthly department head meetings to promote cross- departmental dialogue and to ensure coordination of efforts. Together, we started the “We’re Listening” note cards for patrons of town hall to provide immediate feedback about their experience. By 2012, we grew that initiative into a formal, coordinated customer service program known as Community First. Since its inception, the town has trained all frontline staff in customer service best practices, implemented a biennial , and has set and tracked customer service goals for every department annually. With success in providing improved customer service, this  initiative has transitioned the focus to process improvement (Lean Six Sigma). The Town has trained almost all leadership and supervisory staff in Lean Six Sigma.  Through annual performance evaluations, department heads are encouraged to set process improvement goals.

All this effort has translated into success for the town on many fronts. Town staff and services score highly on the Resident Satisfaction Survey, a trend that has increased over the last 6 years. Land Use and permitting staff scored well in the customer service areas of the Permit Application Customer Satisfaction Survey and Process  Improvement Analysis. The data and feedback received as a part of these efforts have influenced operational and budgetary decisions and encouraged implementation of modern platforms for engagement, including the design of the new town website and the AccessGreenwich mobile app. The app allows residents to submit issues directly to departments.

Notably, with a focus on process improvement and waste reduction has the town is accomplishing more, with less. When adjusted for inflation, the town is spending less  on services like general government, public works, parks and recreation, and public health than 10 years ago, without major service reduction. Additionally, the town has reduced headcount by 43.46 full-time equivalent positions since 2008.

Our town is fortunate to have a highly professional workforce that embodies the meaning of good government. I could not have accomplished all that has transpired  over the last 12 years had it not been for the public servants who have dedicated their careers to serving our community. I am proud to say that town hall is more unified and efficient than it has ever been.

Peter J. Tesei is First Selectman of Greenwich.

CTViewpoints welcomes rebuttal or opposing views to this and all its commentaries. Read our guidelines and submit your commentary here.

Sign up for CT Mirror's free daily news summary.

Free to Read. Not Free to Produce.

The Connecticut Mirror is a nonprofit newsroom. 90% of our revenue comes from people like you. If you value our reporting please consider making a donation. You'll enjoy reading CT Mirror even more knowing you helped make it happen.

YES, I'LL DONATE TODAY

ABOUT THE AUTHOR

SEE WHAT READERS SAID

RELATED STORIES
Lamont’s new vaccination priorities are simple and smart
by Richard Davies

Connecticut Gov. Ned Lamont’s new age-eligibility vaccine plan is simple, smart and straightforward. The more complicated the rules are, the greater the chance of screw-ups and of well-connected people getting their shots before they should. The governor is doing a good job.

Gas pipeline will threaten water quality, wildlife and wetlands
by Susan Eastwood

The Connecticut Department of Energy and Environmental Protection has granted tentative approval of the 401 water quality certification for the Pomfret to Killingly natural gas pipeline. I urge DEEP to deny the 401 certification, as the proposed pipeline would violate the Connecticut’s water quality standards, and the conditions in the draft certification fail to protect our streams, wetlands, and wildlife.

Connecticut and the other Connecticut. Which will endure?
by Ezra Kaprov

What comes to mind when you hear the word ‘Connecticut’? Possibly, you think of a 43-year-old Puerto Rican man who arrived here with his family following Hurricane Maria. He works full-time as a machinist at the Sikorsky plant, and he coaches a prizefighter on the side.

COVID-19 increases urgency for legislature to pass medical aid-in-dying law
by Dr. Gary Blick

The COVID-19 crisis has exposed the profound tragedy of loved ones dying alone, in a hospital or nursing home, without the care and comfort of loved ones surrounding them. This pandemic also demonstrates the fragility of life, the limits of modern medicine to relieve suffering, and has magnified the systemic racial disparities in our healthcare system, resulting in higher hospitalization and death rates for people in communities of color. We must eradicate these disparities, so everyone has equal access to the full range of end-of-life care options.

Three fallacies and the truth about vaccines
by Kerri M. Raissian, Ph.D. and Dr. Jody Terranova

Connecticut’s Public Health Committee recently heard public testimony regarding HB6423 and SB568 --  bills that would remove the religious exemption (the medical exemption would rightfully remain in place) from vaccination in order to attend school.  The religious exemption allows parents to effectively opt their children out of vaccines. In doing so, these families can still send their children to Connecticut’s schools, daycares, colleges, and camps.  This places other children at risk of contracting vaccine-preventable illnesses, and it is imperative the Connecticut legislature remove this exception.

Support Our Work

Show your love for great stories and outstanding journalism.

$
Select One
  • Monthly
  • Yearly
  • Once
Artpoint painter
CT ViewpointsCT Artpoints
Opinion Lamont’s new vaccination priorities are simple and smart
by Richard Davies

Connecticut Gov. Ned Lamont’s new age-eligibility vaccine plan is simple, smart and straightforward. The more complicated the rules are, the greater the chance of screw-ups and of well-connected people getting their shots before they should. The governor is doing a good job.

Opinion Gas pipeline will threaten water quality, wildlife and wetlands
by Susan Eastwood

The Connecticut Department of Energy and Environmental Protection has granted tentative approval of the 401 water quality certification for the Pomfret to Killingly natural gas pipeline. I urge DEEP to deny the 401 certification, as the proposed pipeline would violate the Connecticut’s water quality standards, and the conditions in the draft certification fail to protect our streams, wetlands, and wildlife.

Opinion Connecticut and the other Connecticut. Which will endure?
by Ezra Kaprov

What comes to mind when you hear the word ‘Connecticut’? Possibly, you think of a 43-year-old Puerto Rican man who arrived here with his family following Hurricane Maria. He works full-time as a machinist at the Sikorsky plant, and he coaches a prizefighter on the side.

Opinion COVID-19 increases urgency for legislature to pass medical aid-in-dying law
by Dr. Gary Blick

The COVID-19 crisis has exposed the profound tragedy of loved ones dying alone, in a hospital or nursing home, without the care and comfort of loved ones surrounding them. This pandemic also demonstrates the fragility of life, the limits of modern medicine to relieve suffering, and has magnified the systemic racial disparities in our healthcare system, resulting in higher hospitalization and death rates for people in communities of color. We must eradicate these disparities, so everyone has equal access to the full range of end-of-life care options.

Artwork Grand guidance
by Anne:Gogh

In a world of systemic oppression aimed towards those of darker skintones – representation matters. We are more than our equity elusive environments, more than numbers in a prison and much more than victims of societal dispositions. This piece depicts a melanated young man draped in a cape ascending high above multiple forms of oppression. […]

Artwork Shea
by Anthony Valentine

Shea is a story about race and social inequalities that plague America. It is a narrative that prompts the question, “Do you know what it’s like to wake up in new skin?”

Artwork The Declaration of Human Rights
by Andres Chaparro

Through my artwork I strive to create an example of ideas that reflect my desire to raise social consciousness, and cultural awareness. Jazz music is the catalyst to all my work, and plays a major influence in each piece of work.”

Artwork ‘A thing of beauty. Destroy it forever’
by Richard DiCarlo | Derby

During times like these it’s often fun to revisit something familiar and approach things with a different slant. I have been taking some Pop culture and Art masterpieces and applying the vintage 1960’s and 70’s classic figures (Fisher Price, little people) to the make an amusing pieces. Here is my homage to Fisher -Price, Yellow […]

Twitter Feed
A Twitter List by CTMirror

Engage

  • Reflections Tickets & Sponsorships
  • Events
  • Donate
  • Newsletter Sign-Up
  • Submit to Viewpoints
  • Submit to ArtPoints
  • Economic Indicator Dashboard
  • Speaking Engagements
  • Commenting Guidelines
  • Legal Notices
  • Contact Us

About

  • About CT Mirror
  • Announcements
  • Board
  • Staff
  • Sponsors and Funders
  • Donors
  • Friends of CT Mirror
  • History
  • Financial
  • Policies
  • Strategic Plan

Opportunity

  • Advertising and Sponsorship
  • Speaking Engagements
  • Use of Photography
  • Work for Us

Go Deeper

  • Steady Habits Podcast
  • Economic Indicator Dashboard
  • Five Things

The Connecticut News Project, Inc. 1049 Asylum Avenue, Hartford, CT 06105. Phone: 860-218-6380

© Copyright 2021, The Connecticut News Project. All Rights Reserved. Website by Web Publisher PRO