OC Public Works and Health Care Agency receive 2011 CSAC Merit Awards

FOR IMMEDIATE RELEASE: October 3, 2011

Contact: Jessica Good: 714.834.6203

OC Public Works and Health Care Agency Programs Receive 2011 CSAC Merit Awards

(Santa Ana, CA) — Two County of Orange programs were chosen to receive 2011 Merit Awards by the California State Association of Counties (CSAC).

The Health Care Agency’s “Surge OC” has improved how the local health care community will respond to future emergencies by bringing together the county’s 34 city emergency planners and first-responder organizations to OC Public Works’ recently developed Customer Care and Permit Services unit improved the permit process for customers, whose reported satisfaction “We are very proud that our programs have been selected from among 250 nominees statewide and recognized for using creativity and innovation to better serve and protect Orange County,” said Chairman Bill Campbell.

To read detailed description of these award-winning programs, please click here.

###

ORANGE COUNTY

Focus on “Serving First” Improves Customer Satisfaction

Contact: Jess Carbajal

Director, OC Public Works

Orange County

300 N. Flower

Santa Ana, CA 92703

Phone: 714/667-3217

Email: jess.carabjal@ocpw.ocgov.com

The newly created Customer Care and Permit Services unit improved the permit process for customers of Orange County Planning, a division of Public Works. In an attempt to improve customer service, a new unit was created. This unit then implemented a number of measures, including instituting customer surveys, developing online permitting and reorganizing plan submittal and document storage. A telephone tracking system was also developed to track service response time and route inquiries to the correct individual or department. Employee cross-training also improved customer service by enabling employees to better respond to the daily fluctuations in demand for services by performing multiple job functions. Customer satisfaction with services received now regularly exceeds 95 percent. Employees are now empowered to provide efficient, effective service. Cooperative working relationships have been developed, customer service improved, costs reduced, and jobs preserved.

To read the Executive Summary, click here.

ORANGE COUNTY

Surge OC

Contact: Dorothy Hendrickson

Health Disaster Management Divison

Orange County

405 W. 5th Street

Santa Ana, CA 92701

Phone: 714/560-6156

Email: dhendrickson@ochca.com

Surge OC aligns disparate federal public health preparedness and response grant requirements with hands-on, community-based planning at the city level to supercharge disaster planning in Orange County. The county’s Health Care Agency reached out to the county’s 34 city emergency planners and first-responder organizations to develop and clarify a response and resource request process for health facility partners which would fit into the Operational Area’s Standardized Emergency Management System. This led to an active regional collaboration of informed, trained and connected health care partners. Surge OC has changed how the local health care community views preparedness. Health care facilities within a city have met and — in many cases for the first time — have planned together with their city emergency manager. They now understand what will and will not happen in an emergency, how they can request help and how they can be part of the response system.

To read the Executive Summary, click here.