"The Grand Island (NE) Fire Department made a commitment for the provision of a more customer service oriented approach to the delivery of its services. Facilitating this commitment, it was decided to investigate implementing the proposed 'Pledge Project.' After determining that implementation costs for the proposal would not be prohibitive, fire officials obtained approval for conducting research and an action plan was developed. In addition to conducting a literature review, a survey was administered to forty-seven departmental members electing to participate in the study. Using evaluative research methodology, the purpose of this study was to assist in determining the merits of adopting this customer service project and answering the following question: 1) What benefits may exist for the Grand Island Fire Department with implementation of the proposed 'Pledge Project?' 2) How do the departmental personnel feel about the proposed project? 3) What internal suggestions are offered as areas of potential service improvement? The survey was used to determine personnel commitment levels and attitudes about the proposal, as well as seeking their ideas and suggestions for conducting customer service oriented projects. The results of this survey revealed generally favorable support of the proposed project while also uncovering resistance for some areas of the proposal. Research produced several worthy suggestions by department members. Results also showed reasons supporting a customer service focus as outlined and demonstrated in the proposal. Because of this study, greater emphasis will be placed on certain aspects of the training of personnel prior to implementing the actual program."
United States. Federal Emergency Management Agency, Learning Resource Center: http://www.lrc.fema.gov/