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Create a Customer-Centric Culture

Initiative Statement

To enhance customer satisfaction, shared customer service standards will be established across partner departments by January 2024, and a training program will be identified to implement across all City departments that directly interact with site plan customers, with success measured by an increase in customer service ratings.

Initiative Complete

Milestone ChecklistStatus
Identify areas for improvement.box checked with green check mark
Identify and agree upon customer service best practices and culture change elements.box checked with green check mark
Establish tracking systems for required trainings.box checked with green check mark
Develop and implement training based on 9 Practices of Customer-Centric Culture.
 		box checked with green check mark
  

Impact Statement

Adopting a shared set of customer service standards and regulary investing in those standards will elevate the community experience and build trust in the City as public service providers.

 

Estimated Completion Date

January 2024

 

Initiative Owner

Janet Heit
janet.heit@austintexas.gov

 

Initiative Team Member Departments

Austin Energy
Austin Fire
Austin Water
Communications & Technology Management
Development Services
Law
Parks and Recreation
Transportation & Public Works
Watershed Protection

Question title

We encourage you to submit feedback and ask questions on these pages, and we will add more information as the initiatives progress.