Citizen Satisfaction Survey
Driven by the Performance Measurement Program, every two years the City administers a citizen satisfaction survey. The survey is used to gather citizen perception data. Surveys are mailed to 3,000 randomly selected households. Survey participants are asked to rate their satisfaction with the quality of life in the City, the community’s amenities, and with local government. In the 2005 survey, residents were generally very pleased with their quality of life in the city. Results of the 2005 survey were presented to the Mayor and Council on April 25, 2005. If you have any questions about the citizen satisfaction survey, please contact Linda Moran, Assitant to the City Manager, at 240-314-8115. Citizen Service Requests
We welcome citizens, who have a request, problem or comment concerning City services, to send your information to us. The City of Rockville is proud to have a dedicated work force that is responsive to citizen's needs. When you call a department directly, you will receive a prompt response to your request or concern. For citizens who still have questions or concerns after contacting the appropriate department, the service request coordinator can provide assistance by assigning responsibility for your query to the appropriate City department for action and by ensuring a timely response. For further information about the citizen service requests, or if you have a concern or problem related to any City service that you feel needs attention, please submit the online Citizen Service Request Form; call or the service request coordinator at 240-314-8139; or stop by the City Manager's office in City Hall at 111 Maryland Avenue. Customer Service Standards
The City's Customer Service Standards were created for employees to follow to ensure that the quality of service to all our customers meets or exceeds their expectations. Here at the City of Rockville, our reason for existence is customer service. We are here to serve the citizens of Rockville and enhance their quality of life. On February 28, 2000, the City of Rockville Customer Service Standards were formally adopted. We believe the level of customer service that citizens receive from our employees has a major impact on citizen satisfaction with city services. For more information, please contact the City Manager's Office at 240-314-8103. Human Rights & Community Mediation
Human Rights and Community Mediation is designed to assist in resolving conflicts that arise in our community. Mediation sessions may involve disputes between neighbors, roommates, co-workers, a patron and business, and organizations. This program also handles allegations of discrimination and Americans With Disabilities concerns in the City of Rockville. For assistance, please contact Human Rights and Community Mediation Administrator Janet Kelly at 240-314-8316. Mayor and Council Goals and Objectives
The Mayor and Council will focus their strategic plan on five long term goals established in spring of 2004: - Create a Vibrant Town Center
- Ensure New Development Citywide Enhances Rockville's Quality of Life
- Improve Pedestrian and Traffic Safety
- Strengthen Rockville's Neighborhoods and Sense of Community
- Enhance City Government's Performance
For more information please contact Jennifer Kimball, Assistant to the City Manager, at 240-314-8104. Mayor and Council's Intergovernmental Program
The City Manager's Office coordinates and manages the Mayor and Council's Intergovernmental Program through the following efforts: - Active participation in the Maryland Municipal League - The Maryland Municipal League represents the collective effort of elected and appointed municipal officials of over 150 municipal governments throughout the state and aims to enact legislation that strengthens the capacity of municipal government.
- Ongoing communication with the District 17 State Delegation - By maintaining a team relationship with the District 17 Delegation (Senator Jennie Forehand and Delegates Kumar Barve, Michael Gordon, and Luiz Simmons), the Mayor and Council are able to secure state funding as well as legislation for the interests of all Rockville citizens.
- Continual monitoring and review of Montgomery County issues affecting the City - As the county seat of Montgomery County, there are times that county legislation or policy directly impacts the City's municipal authority; therefore, staff manages the ongoing monitoring and review of county issues.
Annually, the Mayor and Council direct staff to focus on key legislative initiatives during the legislative session. For the 2005 General Assembly Session, the Mayor and Council's initiatives include: - Town Center
The Rockville Town Center continues to be a Mayor and Council top priority. Through the coordination of smart growth planning, pursuing new mixed use developments, and seeking citywide community input, the Town Center will become the focal point of civic, business, social, and government activity.
- Transportation Issues
There are a number of issues related to the free and safe flow of traffic through the city, such as the continual funding of the Corridor Cities Transit Way Study, Millennium Bike/Pedestrian Trail, and various intersection and grade separation improvements. The Mayor and Council are committed to encouraging the development of a transportation system that supports all modes of transportation and gives people viable alternatives to the single occupant vehicle.
- Affordable Housing
As Rockville continues to grow into an urbanized community, access to affordable housing has become a major concern for the Mayor and Council. They are striving to bring affordable housing to all those who want to make Rockville their home.
The Mayor and Council welcome feedback on their Intergovernmental Program. If you would like to make a suggestion, please contact the City Manager's Office at 240-314-8100 or Linda Moran, Assistant to the City Manager, at 240-314-8115. Neighborhood Resources Program
The Neighborhood Resources Program is based on the core belief that a strong partnership with neighborhoods will improve City services and strengthen communities. The program supports and empowers neighborhood associations, as well as facilitates effective communication between the community and City government. Performance Measurement Program
The City Manager's Office has the primary responsibility for implementing and monitoring the Performance Measurement Program. Performance measurement is the assessment of how well a department or division performs when providing goods and services. Ideally, it tells us not only how much is being done, but also how efficiently, at what quality, and to what effect. Overall, the City's Performance Measurement Program is designed to ensure consistently high quality, cost-effective services for the citizens of Rockville. Since the early 1980s, the City has collected selected management indicators for the budget document. The City is now moving into the third fiscal year of data collection for all programs. Governments should be accountable for the proper use of tax dollars and for providing the services citizens demand. Performance measures help our citizens with the information necessary to ensure accountability. Additionally, performance measures are a management tool that measures work performed and results achieved. The City of Rockville's Performance Measurement Program is intended to serve management by: - Providing necessary information to enhance policy decision-making;
- Improving customer service;
- Supporting strategic planning and goal-setting;
- Enabling effective use of resources; and
- Strengthening accountability.
City Manager's Office staff compiles a comprehensive performance measures report each year. Copies of the report are distributed to program managers, department heads, the Mayor and Council, Boards and Commissions, the media, and the general public. For more information about the Performance Measurement Program, please contact Jennifer Kimball, Assistant to the City Manager, at 240-314-8104. Public Information Office
The Public Information Office (PIO) and the Graphics and Printing Division, in collaboration with the Web Administrator and The Rockville Channel staff, increase citizen understanding of, awareness of, and participation in City government programs, projects and services through the media and Rockville's publications. The PIO produces and distributes Rockville Reports, the official publication of the Mayor and Council. As the City's newsletter, it provides timely and useful information about the activities and programs the City of Rockville has to offer. It is published monthly at City Hall and delivered to all residents and businesses of Rockville.
For more information contact Marylou Berg, Communciation Officer, at 240-314-8105.
|
Public Participation
There are many ways Rockville City government welcomes citizen involvement in the decision-making process. The City Manager's Office guides and fosters the efforts of all City departments to ensure civic participation in the decision-making processes of Rockville. The City Manager's Office, in coordination with other City departments, provides citizens with timely and accurate information about City projects and important decisions that may affect them. The Project Implementation Coordinator works with individuals, citizen groups, other interested parties and City staff to foster partnerships and create solutions to difficult issues facing the City, and works closely with those who may be affected by City projects. Every effort is made to keep citizens informed about City projects, land use planning and development issues by holding public meetings, citizen task forces, special open house events, hearings, and education through cable television, City publications, the City's Web site and direct mail. For more information, please contact Marylou Berg, Communication Officer, at 240-314-8105. |
