As part of a multiyear plan--including the Pashut Latet
Sheirut project-- to improve and streamline resident
services, last week the City of Jerusalem launched its
service pledge, which fixes time limits for delivery of 13
municipal services. Others services are also slated to join
the list in the future.
The service pledge was formulated following a six-month trial
period. "The program is a commitment by the City of Jerusalem
to the resident," said Mayor Rabbi Uri Lupoliansky. "The City
of Jerusalem's job is to provide service to the citizen. The
standards allow us to oversee the level and quality of
service and in the process to shorten the response time and
improve the service we provide the citizen. The issue of
service encompasses all departments of the municipality, and
department heads have an obligation in this matter, each in
his own area."
Rabbi Lupoliansky says he will consider any departure from
the pledge a very serious matter. He will conduct an inquiry
under his personal direction into every incident of violating
the pledge, and the department head will have to answer to
the resident personally.
The City also unveiled the new uniforms which workers who
receive the public will begin to wear. The object of the
uniform is to present residents with a unified organizational
front and to allow them to quickly identify municipal
representatives. The uniforms join the employee name tags and
name plates as well as the resident feedback questionnaires
distributed a few months ago.
Over the past few months, municipal workers have participated
in special training sessions and workshops designed to
nurture an organizational culture for the municipality and
incorporating service for the resident. Every month, the
municipality awards a prize for courteous and efficient
service. At the entrance to the building the Service Corner
has been set up, where pictures of the prize recipients are
on display.
