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OCC presents 2012 annual report; commissioners question outreach and satisfaction metrics
Summary
The Office of Citizen Complaints reported 740 complaints filed and 799 closures in 2012, a low pending caseload and a sustained complaint rate near 6%. Commissioners praised staff improvements and requested broader dissemination of findings and customer‑satisfaction follow‑up.
Director Joyce Hicks presented the OCC’s 2012 annual statistical report to the commission on May 8, summarizing caseload, staffing, findings and outreach.
Hicks said the OCC received 740 complaints in 2012 and closed 799 cases, ending the year with 305 pending cases — the third‑lowest pending caseload in 20 years. The sustained‑finding rate for 2012 was about 6.1%, and the office met or exceeded its performance targets, Hicks said. She also highlighted OCC improvements: a nationally recognized mediation program (62 mediations last year), progress on online complaint filing, language‑access work and policy recommendations.
Commissioners lauded the OCC staff for implementing recommendations from a prior controller’s audit and for measurable progress. Several commissioners asked how the OCC’s data are shared with the Board of Supervisors and mayor’s office; Hicks said the full report is distributed to both and is already posted online. Public commenters and at least one commissioner urged OCC to produce more information about complainants’ experiences; Hicks confirmed the OCC had begun issuing customer‑satisfaction surveys with preliminary letters and is compiling that feedback.
No formal commission action was taken; commissioners requested outreach and suggested briefing partners in the mayor’s office and Board of Supervisors to ensure the report informs policymaking.
