Customer service is at the heart of city’s ongoing reorganization

City Manager Kevin Evans announced additional changes to the department structure at City Hall, designed to refocus the organization on the needs of customers.

“The ongoing reorganization is about providing aggressively efficient and friendly service to our customers,” Evans said. “The goal is for our customers to become raving fans of the service provided by city staff at all levels.”

Changes announced Tuesday include the formation of a Community Services Department, Support Services Department and reorganizing the reporting structure of the Customer Service Department.

The Community Services Department encompasses Parks, Recreation and Libraries, special events, shared facilities and code compliance. Marty McDonald has been named the acting Community Services director. The Community Services Department is responsible for providing recreational and cultural programs for children, adults and seniors, sports programming, managing citywide events and facility partnerships and handling code compliance.

The Support Services Department includes Human Resources, benefits, facilities management and information technology. Karen Shaffer has been promoted to acting Support Services director. Support Services is charged to provide expertly managed services that maximize the efficiency of city government.

Additionally, a change in reporting has been made with the front desk staff. In order to create greater efficiency and the highest level of customer service, the three customer services representatives will now report to the city clerk; previously, each reported to a separate manager.

The changes that will continue to be made will better align our internal organization with the customer and enable us to exceed expectations at every stage of the customer or business cycle. To ensure that city staff is providing excellent service, every customer that comes into City Hall will be asked to provide feedback regarding their experience.

“It is my goal that the organization provides legendary customer service.” Evans said. “The ongoing restructuring is the first step in this process.”

Photos by RuthAnn Hogue

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