I was at the SSD office, at 100 chestnut St, on Tuesday, 10-10-06, afternoon and was not surprised by the poor operational procedures. They have two sets of numbers that they use to handle the order in which customers are seen. The different windows are staffed to handle either a D### ticket or a ## ticket. The problem is that they aren't organized and an agent is often calling out numbers that have already been skipped by a previous agent. This slows an already snail pace process. The customers are upset by the delay in being seen because of the procedures.
Your employee, Officer Personte, seeing the frustration of the customers, would call out and identify the next ticket in each group that was still waiting to be served. When the SSD employee called out a ticket number he would send the next customer, who was still present, to the free agent's window. This was a great service that was not even part of his assigned job.
I felt bad for him because many customers were treating him rudely. They apparently weren't aware that he was doing something to help them despite the fact that it wasn't part of his job. Despite the rude treatment he continued to go above and beyond.
I suggest that first, a sign be posted that describes his job responsibilities so customers might behave differently towards him, when they relies he is helping totally on his own. And second his supervisor should recognize him.
Please reply and let me know what actions were taken to acknowledge his superior service.
PS: It is very hard to replace a superior employee. Don’t loss one for not doing something, even if just a written recognition, to show their value is noticed.