What Happened to the L.A. Customer Service Steering Committee & Objectives?

Oct 30, 2023 Mayor Karen Bass detailed the necessity of "Improving Customer Experience" with Executive Directive No. 5.  mayor.lacity.gov/sites/g/files/wph2066/files/2023-10/ED 5 - Improving Customer Experience.pdf

Neither the 90 day evaluation nor the 120-day creation of a "citywide MyLA311 Customer Service Policy" have been announced.

I hereby direct the Customer Service Steering Committee to perform the following tasks: 

1. Within the next 90 days, evaluate the full life-cycle of each City service, develop transparent process maps for each service so that residents can understand the outcome, and establish key performance measures for service delivery. The following departments shall be members of the Customer Service Steering Committee: 

• City Planning Department
• Civil + Human Rights and Equity Department
• Department of Animal Services
• Department of Building and Safety
• Department of Public Works
  • Bureau of Contract Administration
  • Bureau of Street Lighting
  • Bureau of Engineering
  • Bureau of Sanitation
  • Bureau of Street Services
• Department of Recreation and Parks
• Department of Transportation
• Department of Water and Power
• Department on Disability
• Economic and Workforce Development Department
• Fire Department
• General Services Department
• Information Technology Agency
• Police Department

2. Conduct focus groups composed of active and potential MyLA311 users to improve the system design of the user experience and customer relationship management. My Office of Community Engagement shall conduct other outreach activities with key constituencies to improve and encourage community engagement............

Zach Seidl was appointed as deputy mayor of communications in December 2022. He had worked with Bass when she was a congresswoman.

The Mayor appointed Karren Lane, Deputy Mayor of Community Empowerment and Annetta Wells, Director of Community Engagement, in January 2023  

It should be noted of the "Office of Community Engagement" a June 2023 appointment was Jared Rivera, Deputy Mayor of Community Engagement 

 We have reached out to the Office of Community Engagement for the status of the MyLA311 policies. 

5. Within the next 120 days, create a citywide MyLA311 Customer Service Policy that governs departments’ intake, fulfillment, and communication of information and services to the public. The Customer Service Policy shall address long-standing differences in customer service throughout the City by creating a standard vocabulary and common definition of service delivery across all departments to ensure that customers are receiving consistent, high levels of service.

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