EXECUTIVE DEVELOPMENT

The Philadelphia Fire Department has does not have a systematic procedure for referring customers with non-emergency concerns to the proper city agency that may provide assistance to the customer. The purpose of this research project was to develop a systematic referral system for non-emergency customers of the Philadelphia Fire Department to the proper city agency that may provide the assistance that the customer requires. Historical and action research methodologies were employed to answer the following research questions. 1. What are the benefits of fire department customer service programs? 2. What types of customer service programs are provided by fire departments? 3. What city services are available to help non-emergency customers of the Philadelphia Fire Department? 4. What system can be devised to institute a non-emergency customer referral system to other city agencies that may provide the assistance that the customer requires? A literature review was conducted using three primary resources: the Learning Resourc