2006- Five Public Works Customer Service Principles
Image We will:
Portray a positive image, particularly when in the field and around public counters by interacting with the public and each other courteously, professionally, and productively.
Listening We will:
Stop to listen patiently to comprehensively understand customers’ needs and requests.
Be available through numerous sources to give customers the opportunity to voice their needs, requests, and concerns; including the internet, Public Works Hotlines, main office telephone, mail, e-mail and over the counter meetings.
Ask for customer feedback through surveys and polling mechanisms.
Responding We will:
Strive to respond to customer phone calls and e-mails the day of the request/concern; but always by the end of the next business day.
Have current voice mail messages referring our customers to alternative staff for help if the individual the customer is asking for is not available.
Respond to all correspondence within ten (10) business days.
Speak and write clearly; avoiding jargon only familiar to Public Works Staff/Engineers and in a way that clearly responds to specific customer concerns.
Informing We will:
Provide easy public access to clear, accurate, and current information.
Make information available in a variety of formats (public documents, fact sheets, internet articles, faxes, newsletters, brochures, door hangers, etc.) to allow the customer to access information in the manner most convenient to them.
Provide information requested by customers promptly.
Collaborating We will:
Work with customers to define new needs, changes in service, and improved processes.
Work collaboratively with each other to make progressive changes.
Inform affected customers about policy and regulatory issues that may affect them and invite their participation in the process.
Provide ample opportunities for customers to be included in environmental decision making (e.g., procedures, permitting, etc.).