City Administrative Policy

IJ CAP 10
Glendale GlendaleOne (QAlert)

G City Administrative Policy

Title: GlendaleOne (QAlert)
Effective: January 15, 2021
Revised: N/A

Contact; City Manager’s Office

Application

GlendaleOne is the City’s one stop for service for our customers. The system should be used
to manage, track and document all customer requests. The information in the system will be
used to inform data driven decisions, adjust operations, and supplement budget requests.

These guidelines apply to the City of Glendale staff responsible for entering or responding to
GlendaleOne service requests.

Guiding principles

e Excellence in Customer Service: in the frequency, speed of response and clear
understandable language we use to communicate with customers, we consider their
needs and strive to provide the highest level of customer service.

e Integrity: ensuring that information is not altered, deleted or otherwise modified by
individuals or processes unauthorized to do so. It is important to protect the integrity
of the information contained in this system to ensure it is a valuable resource for data
driven decisions.

e Confidentiality: ensuring that only those individuals who have a valid and authorized
reason to access the information can do so. All users must maintain the confidentiality
of data and information stored on the GlendaleOne system. No data should be
disclosed to individuals without a valid and authorized reason to have this data nor
accessed for non-work-related purposes

e Availability: ensuring that accurate information can be accessed when it is required.
All information contained in the GlendaleOne system is subject to public record.

The information contained in the system is to be accessed and used in your normal
course of business

Data Quality — Input, Editing and Monitoring
e Ensure that the data that is entered in GlendaleOne meets our city data quality
standards. Quality data is defined in Glendale as data that is usable, comprehensive,
accurate, precise, and protected.
o Through periodic reviews, Departments should ensure that the quality of the
data being entered into GlendaleOne meets the standards outlined in the “Best

Practices” document, any additional quality standards the department has, as
well as the city’s data standards.

o Departments should identify individuals who will be responsible for reviewing
the department entered data on a regular basis to ensure that quality standards
are being kept.

* Reports to facilitate this have been created and can be scheduled to be
automatically delivered to those responsible in each department for data
quality review.

o Department Directors and division supervisors should participate in these
reviews to provide direction on changes that are needed in the quality and detail
of the customer service being provided. Verification of appropriate use of
reason codes should be included in this review. The focus of this review should
be if the comments have the appropriate level of detail to provide excellent
customer service as well as ensuring that consistent messaging is being used
department wide.

Data fields should be updated, and changes documented in the system when new
information is obtained.

GlendaleOne is not intended to contain Personally Identifiable Information (PII) such
as social security numbers, date of birth, income, etc. If you discover information that
should not have been submitted, please contact your department’s Power User

Only system administrators will be able to delete records.

All employees should follow the “Best Practices” document.

Zien fb 1-19-2000

Kevin R. Phelps, City Manager Date