Customer service is a reflection of the experience a customer has when he or she comes in contact with your organization.  Such customer service experiences are driven largely by emotions.  Did the customer walk away from the experience feeling welcomed or respected or appreciated or something else?  So what can you do to help your citizens feel good about your organization?

The key to providing excellent local government customer service is to have a discussion within your organization on the type of experience you want citizens to have when they come to city hall, the county courthouse, or other any public facility. There are a lot of important questions to ask:  How should citizens be greeted when they call with a question or service request?  What kind of experience can citizens expect to have when they encounter local government personnel out in the community? 

Local governments can get the jump on customer service by taking action on some or all of the following suggestions:

• Ask citizens what they value in terms of customer service.  Are occasional evening operating hours important to them?  How do they prefer to connect with their local government—in person, on the phone, via e-mail, or some other form of communication? What services do citizens want available online?

• Make customer service a priority for your organization.  How often does customer service appear as an agenda item for staff meetings, and where on the agenda does it appear?  Do department heads and supervisors talk with employees about customer service and let people know what’s expected of them?  Does your local government have a customer service policy that employees are expected to follow?

• Adopt a customer service mentality in your business processes.  When was the last time that a comprehensive review of your business processes took place?  Are your business processes designed with the customer in mind? Are all of your business processes documented and easily available so that citizens can learn what steps are involved, whether it’s reserving a shelter at a local park or applying for a building permit?  Do you make a practice of using citizen advisory boards to review processes to ensure that they are reasonable and not difficult for citizens to follow?

• Communicate with citizens about they can expect from their local government.  Several years ago, the City of Durham, North Carolina, adopted a Customer’s Bill of Rights that is displayed prominently throughout City Hall and other municipal buildings.  It clearly and concisely articulates what citizens have a right to expect from local government personnel.  The Bill of Rights also makes it clear to employees what is expected of them.

• Focus on creating a positive and respectful work environment. Numerous studies have shown that happy employees lead to happy customers.  Smiling, laughing and light-hearted joking all make for an atmosphere that’s a pleasant experience for people.  Local governments also need to keep in mind the importance of their internal customers and consider the needs of all those they serve, including each other. The ability to work well with other departments increases collaboration and the likelihood that the organization can solve any problems more quickly and with better end-results.