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2006- Five Public Works Customer Service Principles

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. 
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.
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.
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.
We will:

  • Work with customers to define new needs, changes in service, and improved processes.
  • Work collaboratively with each other to make progressive changes.
  • Be accountable.
  • 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.).