20A - EDWARD BYRNE MEMORIAL JUSTICE ASSISTANCE GRANT

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ATTACHMENT A Timeline and/or project plan: 1) We will complete training and implement the usage department wide within 30 days of purchase of the software. 2) We will complete the pilot training by December 2010. Funding: Total Allocation: $48,156 PROACT Contribution: $0 Administrative Fee (9%): $4,334 Funds Retained by City/County: $43,822 City: Irvine The City of Irvine proposes to use the 2009 Justice Assistance Grant funding as follows: Project Objectives The Irvine Police Department is proposing to use the 2009 Justice Assistance Grant to fund a consultant to perform "Customer Service Training' for professional staff assigned to the Records, Business License and Emergency 911 Dispatch Bureaus, including staff assigned to the Front Desk. Project objectives for improving customer service are as follows: ¦ Provide an enhanced focus on the needs of the residents contacting the Irvine Police Department for a variety of services. ¦ Proactively generate a consistent high level of customer satisfaction with every contact with the public. ¦ Anticipate customer needs. ¦ Build closer ties with the members of the public, other City Departments and outside agencies. Goals of the project: One of the most important customer service skills is the ability to understand and effectively respond to customer needs and concerns. This is especially relevant as it relates to law enforcement and the public sector. As with the private sector, residents have high expectations of services provided by local governmental agencies. To be successful, organizations must constantly evaluate the needs and expectations of their customers. Research has consistently confirmed the importance of enhanced customer satisfaction. As such, customer satisfaction is an important attribute associated 2009- DJ-BX-0033 Page 14 of 27 20A-21