Senator Frederick questions customer service survey effectiveness and advocates for face-to-face reviews

During a recent meeting of the Joint Committee on Ways and Means Subcommittee on Natural Resources, state officials discussed the ongoing modernization of customer service practices within their agency. The committee highlighted a shift from traditional postcard surveys to electronic surveys, aimed at improving response times and overall service quality.

The agency is currently fully staffed and operating at a steady state, but officials are seeking additional funding to support their modernization efforts. This request underscores the importance of enhancing customer service capabilities to better meet the needs of the public.

Senator Henderson raised concerns regarding the agency's ambitious target of achieving a 95% satisfaction rate in customer service, suggesting that a more realistic goal might be around 55%. This sparked a discussion about the challenges of customer service in an adversarial context, where outcomes can vary significantly for individuals involved.

Senator Frederick proposed the idea of conducting debriefings with parties involved in appeals, suggesting that direct conversations could provide valuable insights beyond standard surveys. While the agency currently collects feedback through surveys at various stages of the process, they do not hold formal discussions post-decision due to the nature of the adversarial system.

The meeting concluded with an acknowledgment of the need for continuous improvement in customer service practices, emphasizing the importance of adapting to feedback and exploring new methods of engagement with the public. As the agency moves forward with its modernization plans, the outcomes of these discussions will be crucial in shaping a more responsive and effective service for Oregonians.