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Document
Establishing an Effective Supplier Diversity Program
Year Created: 2022
DOCUMENT
MGT - OA4 Performance Measures 2004
- YEAR CREATED: 2004
- ENTITY TYPE: County
- TYPE OF DOCUMENT: MGT - HR, Org, Performance, Mgmt
- Management
- Policies and Procedures
The document outlines the service delivery standards for various departments within the Cobb County Government. The document includes standards for property management, energy consumption evaluation, renovation and construction projects, Americans with Disabilities Act compliance, administration and operations, purchasing, and the office of the tax assessor.
In property management, the document states that annual preventive maintenance and building material contracts should have no lapses. Energy consumption should be evaluated monthly to identify billing errors, and the most favorable rates should be renegotiated as needed.
For renovation and construction projects, a project manager is responsible for determining the scope, funding, and schedule. Competent designers and constructors should be engaged, and the project should be completed on time and within budget. Change orders should be kept under 5% of the original contract.
To ensure compliance with the Americans with Disabilities Act, an annual portion of a ten-year ADA improvement plan should be implemented, and additional projects should be completed as needed.
In administration and operations, financial documents should be processed and delivered to finance for payment within 15 calendar days. Parking deck operations should maintain 80% operational lighting at all times and clean deck surfaces every two weeks. Annual maintenance contract payments should be entered into the financial system by the 15th of each month, and pay applications should be processed and forwarded to finance within 15 calendar days.
In the purchasing department, service delivery standards are outlined for record retrieval, print shop jobs, fleet maintenance, and purchasing processes. For example, record retrieval requests should be completed on the same day if received by 10 AM, and print shop jobs are prioritized based on urgency.
The office of the tax assessor focuses on providing high-level customer service. Phone inquiries should be answered promptly and callers should be treated in a polite and professional manner. Walk-in visitors should also be assisted promptly and courteously. Field staff should be respectful and follow department procedures during site visits.
Inquiries from the Board of Commissioners, other elected officials, or the county manager should be referred to the appropriate division for research and response. When referring customers to another department, employees should provide a map and show the location of the department. Incidents with property owners should be immediately reported to the appropriate supervisor and followed up with a written report.
The document also mentions that the Director/Chief Appraiser will notify the board chairman, county manager, etc., as the situation warrants, and this should be done as soon as possible.
Overall, the document emphasizes the importance of efficient and customer-oriented service delivery in various departments within the Cobb County Government.