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~ Quality customer service is provided which includes <br />high employee productivity, (efficiency and effectiveness) and a <br />means for evaluation. <br /> <br />A conveniently located central information desk is provided in <br />which user friendly materials are available and technical <br />information is disseminated. <br /> <br />Customer service training is provided during a new employee <br />orientation session. Continuing tr=i.lng opportunities are <br />identified and necessary funding is set aside for this purpose. <br /> <br />Training includes methods for employees to interact more <br />effectively with their customers, ~s well as coursework to improve <br />technical competency, since regulations are constantly changing <br />and increasing in complexity. <br /> <br />Quantifiable performance standards and measures are established; <br />each employee is evaluated against those standards. Appropriate <br />means to acknowledge and reward employees who meet or exceed <br />performance measures are identified. <br /> <br />Feedback is solicited from customers, e.g., by providing response <br />cards at all public service counters. <br /> <br />COORDINATION: Intergovernmental coordination is increased to <br />minimize the multiple step bureaucracy inherent in California's <br />regulatory system. <br /> <br />Communications and working relationships are established with <br />key state agencies which are commonly involved in a jurisdiction's <br />projects. <br /> <br />A master list is developed of other agencies from which a <br />customer may typically need to seek approval, and the purpose <br />and authority of each agency are identified. <br /> <br />Coordination meetings are scheduled for the customer if a project <br />requires permits from multiple agencies. <br /> <br />COMPLIANCE: Attention is focused on dec:vasing the cost and <br />complexity of environmental compliance. <br /> <br />A task force, under the leadership of EDAB, is established to <br />address environmental compliance issues. <br /> <br />4 <br /> <br /> <br />