Meeting_Body
EXECUTIVE MANAGEMENT COMMITTEE
JUNE 15, 2017
Title
SUBJECT: ORAL QUARTERLY REPORT OF THE CHIEF
COMMUNICATIONS OFFICER
RECEIVE oral quarterly report of the Chief Communications Officer.
Issue
ISSUE
The LA Metro Chief Communications Officer provides a periodic update to the Board of Directors on the efforts of the Communications Department. This report covers the activities since January 2017, as well as a look-ahead for the next few months.
Discussion
DISCUSSION
Department Reorganization
Metro's Communications Department has recently undergone a reorganization to modify the structure of the department to position it for the growth in work effort associated with the implementation of Measure M. This will also provide seamless customer service to the public, to better streamline some functions.
The biggest element of the reorganization is the combining of the Customer Relations Department and Customer Programs and Services Department into one customer service department. This will position the department to enhance efficiency, coordination and cross-training opportunities for Customer Service Agents. The department has been renamed the Customer Care Department to better reflect how customer service enhances the customer experience by "caring" for our customers.
The reorganization also includes the transfer of the Creative Services Department from the Planning Department back to the Communications Department. This will streamline and optimize outreach efforts related to public art projects, and consolidate all design functions into one department. Also, the Creative Services Department has been renamed as the Art and Design Programs Department.
Other elements of the reorganization involve providing more of a defined focus on functional areas within each department in Communications.
New Education Campaign
The Communications Department has also developed a new public education campaign that will be an ongoing way to showcase the progress...
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