The document outlines a draft customer service plan called "I Serve" for the Kansas City, Missouri School District (KCMSD). The plan aims to enhance customer service both internally and externally through a focus on meeting and exceeding constituent expectations. It involves developing positive relationships, establishing service standards and guidelines, providing training to employees, gathering customer feedback, and recognizing excellent service. The plan is presented in phases, beginning with establishing expectations, training administrators, and launching communications, followed by ongoing reinforcement, accountability measures, and use of data to improve the program over time.

1. KCMSD Customer Service Plan DRAFTv2
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I Serve
An effort that offers a clear path to enhancing customer
service internally and externally
Office of Public Relations and Marketing
Version 3 – DRAFT

2. KCMSD Customer Service Plan DRAFTv2
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1.0 Introduction – A single focus
The only professional purpose of the Kansas City, Missouri School District team is to effectively
service the needs of the district’s students, their families, the community, and fellow teammates.
The measure of KCMSD comes in the way it serves its constituents. KCMSD will demonstrate its desire for
exemplary service through a customer service initiative that focuses on providing excellent customer
service to all district customers, internal and external. Meeting that standard demands the KCMSD team to
constantly and consistently exceed the expectations of its constituents.
“I Serve” is not simply a toothless customer service initiative or program. I Serve is a mindset, a way of
thinking in which KCMSD teammates work and communicate in the spirit of service. By consciously
working to benefit those we serve, KCMSD teammates will enable everyone who visits or calls any campus
or district office to have the best possible experience and leave with the satisfaction that their child is in the
best urban district in the country.
I Serve will focus on developing positive relationships with all of those with whom employees come in
contact. It includes a customer Bill of Rights, the standardization of customer service components, effective
customer service professional development, data-driven progress monitoring, and recognition of
teammates that provide exceptional service.
Through I Serve, KCMSD will create an environment where the needs of the community are placed before
those of the team – one interaction at a time.

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2.0 Objectives
I Serve will meet five strategic objectives:
o Clearly defining expectations and goals – Clearly communicate the mindset and its objectives
while explaining how it supports the Transformation and other key goals.
o Provision of effective professional development – Provide each KCMSD team member with a
minimum of six hours training on basic customer service activities, creating a welcoming
environment, using proper communications protocols, and managing difficult customers.
o Consistent accountability – Employ the use of measurable customer server data, unannounced
inspections/phone calls, and a clearly-defined certification process to determine the effectiveness
of I Serve, and following through on the reinforcement of customer service principles.
o Support engagement and reinforcement through proactive regular dissemination of
meaningful information – Use communications tools and staff development to share information
that supports the goal of exceptional customer service. Offer incentives to employees that
demonstrate a consistent commitment to successful customer service.
o Create effective two-way communication with those we serve– Explore the use of current tools
and direct communications to not only solicit input, but to provide meaningful use of that
information.
2.1 Tools
KCMSD has a variety of tools at its disposal to support the objectives described above. These tools
include:
o Administrators. Great organizations shine from the inside out. Administrators will be expected to not
only deliver and support customer service, but to enforce its guidelines and create a culture of
accountability.
o Internet-based communications. District and school web sites, electronic newsletter, social media,
and links to third party content.
o Traditional communications. Flyers and posters.
o Effective Professional Development. Partnerships with third-party advisers and customer service
experts to provide insight and training mechanisms.
o Strategic partnerships. Working closely organizations that have proven and effective customer
service to support professional development.
2.2 Measurements
The effectiveness of I Serve will be measured through:
o Surveys. Web and printed surveys will be available at all KCMSD sites.
o Spot checks. Random reviews will be conducted via phone call and school visits.
o Staff reviews. Accountability tool will be used to evaluate staff.
o Certification. The number of employees that successfully complete an annual certification process.

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3.0 Groundwork
I Serve will be launched in phases, with direct input from teammates. The groundwork phase includes
activities that will aggressively establish the expectations for quality customer service and launch the first of
multiple professional development activities.
Project Action Steps Tentative
timeline
Estimated
cost
Creation of
advisory
committee
Create a six-person committee made up of representatives
from various customer service units. The composition will
be one person each from Public Relations, Professional
Development, Student Support, Human Capital, and a
school staff member and an administrator. This group will
collectively set goals and actions for the establishment of I
Serve. This group will report to the Chief of Staff.
Members
identified by
7/1/2011. First
meeting no
later than
7/18/2011.
N/A
Establish
guidelines and
standards
Committee will set the I Serve program, establishing the
customer Bill of Rights, its guidelines, and standards.
8/15/2011 to
9/9/2011
N/A
Establish
training
schedule
Committee will identify customer service training delivery
options/partnerships and set the calendar for training for
senior administrators first, school administrators, and
administrative assistants. Planning includes training site
selection and budget recommendations to support this
effort. This will occur during two weekly meetings.
9/12/2011 to
9/23/2011
N/A
Create
summary
materials
Create customer Bill of Rights, customer service guidelines,
posters for elementary schools, letter from the
superintendent to staff, and an e-card. Approval for the
materials will be given by the advisory committee. NO
LOGOS.
8/16/2011 to
9/9/2011
$2,000
Engage
external
provider for
delivery of
training and
certification
Engage a firm or individual to provide on-sight and on-line
customer training to KCMSD staff. This provider will training
secretaries and department leaders. The provider will also
include an on-line training component for general staff
members to obtain training; with a monitoring mechanism
for department heads and a certification component for all
employees.
8/16/2011 to
9/30/2011
Estimate- (See
appendix)

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4.0 Launch
I Serve will launch with a comprehensive communications effort, including a memo for staff, reinforcement
via social media and in newsletters, and the placement of support materials in schools. During this period
the initial training of senior administrators and principals will occur.
Project Action Steps Tentative
timeline
Estimated
cost
Training
sessions for
senior staff
members
Senior administrators and principals will receive the initial
60-minute training, from an accredited customer service
expert engaged by KCMSD. The training will cover the
goals of I Serve, methods for conveying and supporting the
standards and guidelines, and use of the accountability
tool. Confirmation of training will be required.
9/6/2011 to
9/19/2011
Estimate
$13,000 for
multiple
sessions.
Deployment of
communications
tools
Launch of I Serve to be chronicled in staff internal
newsletter, on Employee Portal, district web site. Posters
to be delivered to schools and placed in prominent location
in school/district offices. Letters from superintendent to be
delivered to staff (with confirmation given via sign-in
sheet).
9/6/2011 to
9/19/2011.
Monthly
announcements
will be
continued in the
Employee
newsletter
Minimal
Training
sessions for
school/office
staff
Each KCMSD staff member will begin on-line training and
certification process. The program will be self-paced and
interactive, featuring videos and testing. The ultimate
outcome is completion of the customer service certification
program for
10/7/2011 to
10/17/2011
Estimate -
$30,800 or
less for
purchase of
the program.
Initial surveys
for
measurements
Customer service surveys will be administered to staff and
external constituents in both internet and print formats.
Data will be collected serve as a base measuring point.
8/19/2011 to
9/9/2011
N/A

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5.0 Proactive reinforcement and accountability
For I Serve to succeed, the tenets of the effort will need to be reinforced and accountability, both peer-to-
peer and supervisory, must be maintained. During this period, the initial effectiveness reviews will occur, as
well as the second round of the required six hours training. The initial survey results will also be reviewed.
Project Action Steps Tentative
timeline
Estimated
cost
Spot site and
phone reviews
During this period, members of the advisory committee will
perform spot visits and random phone calls of all KCMSD
schools and office sites.
11/7/2011 to
12/2/2011
Minimal,
except for
employee
mileage
Initial review of
survey results
Data collection and review will begin using electronic and
print responses (to be returned by a due date established
by the advisory committee). The results will be complied on
a spreadsheet and presented to the advisory committee for
review before they are forwarded to the Executive Cabinet.
12/2/2011 to
12/19/2011
N/A
Second
training
sessions -
leadership
The PR Office will conduct a secondary training for senior
staff and school leaders to address deficiencies noted in the
spot reviews and initial survey results. The training will
include a review of the deficient areas and the support
materials. A brief exam will be given to participants
regarding I Serve and graded before being placed in the
employee file.
1/23/2012 to
2/3/2012
$2,000 for
duplication of
exams.
Second
training
sessions –
general team
The Senior Leaders will conduct a secondary training for
their reports. The training will include a review of
information covered in the second leadership training. A
brief exam will be given to participants regarding I Serve
and graded before being placed in the employee file.
2/6/2011 to
2/17/2012
Cost included
in second
leadership
training cost.
Development
of training
resources
The advisory committee will compile a listing of customer
service resources, printed and internet-based, for training
purposes. These items will be placed on an intranet web
page.
12/2/2011 to
1/10/2012 N/A
Employee
recognition
program
launch
There will be one Employee of the Month for each full
month of the school year (September through June),
yielding nine winners. There will also be one Employee of
the Year selected from among the monthly winners.
1/30/2012 –
monthly there
after
$200 for a
plaque; plus
$10 per name
plate

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6.0 Follow-up, feedback, and use of data
Vital components of I Serve are consistent follow-up and data-driven feedback. This period
Project Action Steps Tentative
timeline
Estimated
cost
Third review of
review of
survey results
Data collection and review will begin using electronic and
print responses (to be returned by a due date established
by the advisory committee). The results will be complied on
a spreadsheet and presented to the advisory committee for
review before they are forwarded to the Executive Cabinet.
March 12-16,
2012
N/A
Certification
progress
reports
Each school and department will submit reports
documenting the progress of its members toward the
customer service certification. These reports will include the
number of modules completed, number of modules
remaining, and anticipated completion date.
March 12-16,
2012
N/A
Spot reviews 2 During this period, members of the advisory committee will
perform spot visits and random phone calls of all KCMSD
schools and office sites.
March 5-9,
2012 N/A, except for
mileage
Spot reviews 3 During this period, members of the advisory committee will
perform spot visits and random phone calls of all KCMSD
schools and office sites.
May 14-18,
2012
N/A, except for
mileage
Employee of
the Year
Recognition
As part of its Employee Recognition program, the district will
honor its Employees of the Month and name its Employee
of the Year at the second School Board meeting in May
2012.
May 23, 2012
$200, for
purchase of
gift card and
plaque.
End of School
Year report
Each school and department will submit reports
documenting the progress of its members toward the
customer service certification.
June 4-8, 2012 N/A

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7.0 Strategic outcomes
I Serve will be considered successful if the following strategic outcomes are met.
Priority Strategic Outcome Measurement
tool
Quantative
target
High Increase in positive responses of customer service
survey data during the 2011-2012 school year.
Survey Monkey,
printed survey
cards, social media
poll
A 25 percent
increased in
respondents
who are
“satisfied” from
the periods of
10/1/2011 to
6/1/2012
High Ninety-five percent of staff complete the customer
service certification between 10/1/2011 and 6/1/2012.
Review of
departmental
reports and online
tracking
Ninety-five
percent of
KCMSD staff
members
complete the
training by
6/1/2012
High “Unsatisfactory” ratings during site and telephone spot
reviews decrease by 25 percent during the 2011-2012
school year.
Spot review tracking
forms and
interpersonal
observation
A 25 percent
decrease in
negative spot
review ratings
from the periods
of 10/1/2011 to
6/1/2012
High
District successfully honors employees that
demonstrate a high commitment to good customer
service during the first six months of 2012.
KCMSD honors
six employees
(monthly) and
names a EOTY
by 6/15/2012

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8.0 Appendix
• (A) Customer Service Bill of Rights
• (B) Customer Service Standards
• (C) Sample staff customer service evaluation form