Customer Service Excellence

Service excellence group

Hard work, honesty, fairness, and efficient and effective customer service captures the essence of the Resource Management Agency’s mission.

We are committed to the delivery of consistent and good customer service to achieve our mission. We have recently put service standards into place throughout the agency to ensure the highest quality of public interaction. Just as our employees have performance objectives, it is equally important that our customers understand what we expect of ourselves.

We have customer service/opinion surveys available for our customers at all of our public counters and on our division web pages. We encourage you to fill them out and let us know how we are doing. If you would rather speak with someone regarding the level and type of service you have received, please contact Tina.Figurski@ventura.org, and she will ensure that you have an opportunity to speak with the appropriate manager.

RMA Customer Service Standards

Guiding Principles
The Resource Management Agency strives to ensure that its customer service standards are consistent with the Agency’s Mission Statement:

“The mission of the Resource Management Agency, in cooperation with the public and our partner agencies, is to protect the consumer and community’s health, safety and environment by carrying out adopted laws and policies, and educating, assisting and empowering Ventura County residents and businesses to be good stewards of the land and our resources.”

Values

 “In addition, RMA has identified those core values which will guide us in carrying out our mission. These values are directly related to our customer service and include:

  • Honesty, hard work and ethical behavior
  • Transparency and accountability
  • Equitable treatment and respect of all constituents
  • Excellence in service delivery”

Customer Service Standards
“In order to achieve its core mission, RMA must provide good customer service. Our customers, both internal and external, have the right to expect and receive respect, safety, appropriate assistance, honesty, and competency from every staff member.”

All Interactions
“Customers have a right to expect...”

  • Courtesy, respect, honesty and professionalism.
  • That the staff person will listen to their request/question, ask for clarification if necessary, and provide complete and accurate information regarding their inquiry.
  • That when the staff person does not possess the knowledge and/or experience to address their question, they will be provided as specific information/direction toward the appropriate county/outside agency staff as possible.

Telephone/Voicemail
“Customers have a right to expect that...”

  • Telephones will be answered promptly whenever possible.
  • Calls will be answered in a courteous manner.
  • Callers will typically receive acknowledgements of their voicemail messages within 24 hours on regular business days.
  • Outgoing voicemail messages will be kept current.
  • When staff is away from the office for more than 2 days, the outgoing voicemail message gives at least one optional telephone number to call.

Money Exchange
“Customers have a right to expect...”

  • User-friendly bills/statements.
  • That bills and permits may be paid via cash, check or money order.
  • That the Agency is prepared to handle daily monetary exchanges.
  • Accurate financial transactions.
  • A receipt or verification of transaction, if requested.

Written Correspondence
(Includes Letters, Memoranda, E-mails & Faxes)
“Customers have a right to expect...”

  • Information regarding their inquiries is complete, accurate and precise.
  • A timely response to their request or an interim communication explaining the delay. A timely response for e-mails or letters is within a reasonable time depending on the nature of the response on a regular business day.
  • Written correspondences will carry a professional tone, regardless of content.
  • When staff is away from the office for more than two days, the outgoing e-mail message gives at least one optional contact person with their phone number.

In Person
“Customers have a right to expect...”

  • A timely, courteous acknowledgement, such as eye contact or a positive indication that the staff person knows they are there, especially if the staff person is on the telephone or with another customer.
  • That each service counter will be staffed during business hours.