CITY
FAYETTEVILLE CUSTOMER SERVICE STRATEGY
OF
SERVICE STRATEGY
CUSTOMER SERVICE AT THE CITY OF FAYETTEVILLE
The City of Fayetteville consists of four main departments, and all are centered around providing excellent customer service:
Finance and Administration l Public Safety l Public Services l Community & Economic Development
While each department and their divisions are unique, all of them exist to serve customers, whether those customers are business owners, utility customers, residents, or guests.
The City’s Mission Statement is, “To provide efficient and effective municipal services to the community through a culture of transparent leadership, excellence, and teamwork.” It is all about delivering excellent customer service.
The landscape of customer service is changing, so it is critical for the City of Fayetteville to adapt its service strategies and adopt a plan that brings together organizational needs and citizen expectations. This
published Customer Service Strategy is a result of a series of consultations, research, collaboration, and best-practice review. It is the City’s first enterprise-wide customer service strategy and is intended
Customer service, at its core, revolves around one central theme: fostering connections. Linking people with services, citizens with municipal employees, and aligning expectations with outcomes.
to connect the dots between what citizens expect from their local government, how the City can participate in the transformation of customer service, and how we can, together, build a consistently positive customer service culture.
Customer service, much like communication and information technology, with which it shares an intrinsic connection, encompasses various elements. At its core, it revolves around one central theme: fostering connections. Whether linking people with services, citizens with municipal employees, or aligning expectations with outcomes, the essence of customer service lies in forging meaningful connections. This strategy recognizes that customer service is everyone’s responsibility, and it needs to be provided in an environment where mutual respect and knowledge connect to create service excellence.
Outlining a framework for the City’s customer service approach over the next three years, this strategy is intended as a roadmap for employees and citizens alike to make a positive customer service culture part of the City of Fayetteville brand.
CUSTOMER SERVICE
COMMITMENT STATEMENT
“Our promise at the City of Fayetteville is simple: to deliver outstanding service with integrity, respect, and efficiency. We’re here to listen, respond promptly, and always strive to exceed your expectations. Your satisfaction is our top priority as we work tirelessly to make Fayetteville a better place for all.”
CUSTOMER SERVICE
VISION
To develop a customer-centric culture where employees are equipped with the necessary skills and training, empowered to go above and beyond, and equipped with the latest technologies to address all customer service matters in an effective and efficient manner, ensuring the highest level of customer satisfaction at all times.
1
CUSTOMER SERVICE PRINCIPLES
2
TRANSPARENCY AND HONESTY
Provide clear, accurate, and honest information. Ensure all communication is straightforward and truthful, and provide updates on processes and decisions.
RESPECT AND COURTESY
Treat all citizens with respect and courtesy. Greet every individual warmly, listen actively, and respond politely.
3
RESPONSIVENESS AND TIMELINESS
Respond promptly to inquiries, requests, and complaints. Adhere to response times and regularly follow up on open issues.
4
ACCESSIBILITY
Make services and information easily accessible to all citizens.
EMPATHY AND UNDERSTANDING
Show empathy and understanding in all interactions. Train staff to recognize and respond to the emotional needs of citizens, ensuring they feel heard and valued.
TAKE RESPONSIBILITY for mistakes, provide explanations for decisions, and implement corrective measures when necessary. 5 6 7 8 9 10
EFFICIENCY AND EFFECTIVENESS
Deliver services in an efficient and effective manner.
PROFESSIONALISM
Maintain a high standard of professionalism at all times.
EQUITY AND FAIRNESS
Treat all citizens equitably and fairly. Ensure policies and practices do not discriminate, and provide equal service to all community members.
ACCOUNTABILITY
Be accountable for actions and decisions.
11
CONTINUOUS IMPROVEMENT
Strive for continuous improvement in service delivery.
S.E .R.V.E . SERVICE EXCELLENCE RESPECT VIRTUE EMPATHY
STATEMENT OF PRINCIPLES CUSTOMER SERVICE
S.E .R .V.E
SERVICE
We put others above ourselves and make intentional decisions and actions to benefit others within a friendly, engaging, and collaborative environment.
EXCELLENCE
RESPECT
We put our whole heart into our work, knowing that what we do matters. We emphasize integrity, accountability, learning and communication.
We care enough to think about how our actions will affect our environment and impact others. We promote cooperation, openness, and honesty with a high level of integrity.
VIRTUE
We uphold behaviors of high moral standards, such as honesty, diligence, responsibility, and compassion.
EMPATHY
We recognize the things we say and do have an impact on those around us. We will use engaging words and actions to unite people and avoid divisive behaviors.
CUSTOMER SERVICE
CLEAR DIRECTION AND GOALS
F OCUS AREA I:
ENHANCE ACCESSIBILITY AND RESPONSIVENESS
Ensure all residents can easily access City services and receive prompt and accurate responses to inquiries and requests.
FOCUS AREA II:
IMPROVE COMMUNICATION AND TRANSPARENCY
Keep residents well-informed about City services, initiatives, and decisions through clear and open communication.
FOCUS AREA III:
FOSTER
A CULTURE OF CUSTOMER-CENTRICITY
Ensure all City employees are committed to providing exceptional customer service and continuously improving service delivery.
F OCUS AREA I:
ENHANCE ACCESSIBILITY AND RESPONSIVENESS
OBJECTIVE: Ensure all residents can access City services and receive prompt and accurate responses to inquiries and requests.
OUTCOMES:
• Reduction in average response time for service requests
• Increased use of online and mobile service portals
• High customer satisfaction scores from feedback surveys
ACTION STEPS:
• Empower and Train Support Staff:
o Comprehensive Training - Provide ongoing training to customer support staff to ensure they have the skills and knowledge to assist customers effectively
o Access to Information - Ensure that support staff have easy access to up-todate information, tools, and resources needed to resolve customer issues
o Authority to Resolve Issues - Empower support staff with the authority to make decisions and resolve issues without needing to escalate to higher levels.
F OCUS AREA I:
ENHANCE ACCESSIBILITY AND RESPONSIVENESS
OBJECTIVE: Ensure all residents can access city services and receive prompt and accurate responses to inquiries and requests.
OUTCOMES:
• Reduction in average response time for service requests
• Increased use of online and mobile service portals
• High customer satisfaction scores from feedback surveys
ACTION STEPS:
• Centralized Customer Service Center- Establish a centralized customer service center with extended hours of operation to handle inquiries and service requests.
• Multi-Channel Communication - Develop an online portal and mobile app for 24/7 access to information and services. Provide multiple communication channels, including phone, email, social media, mail-out, and in-person options.
• Customer Feedback System - Implement a system for residents to provide feedback on services and track the resolution of their issues.
F OCUS AREA I:
ENHANCE ACCESSIBILITY AND RESPONSIVENESS
OBJECTIVE: Ensure all residents can access city services and receive prompt and accurate responses to inquiries and requests.
OUTCOMES:
• Reduction in average response time for service requests
• Increased use of online and mobile service portals
• High customer satisfaction scores from feedback surveys
ACTION STEPS:
• Departmental Process - Review departmental customer service processes and align for the highest customer service outcome.
• Self-Service Delivery System - Review high-volume, routine service transactions for potential transfer to an outline self service delivery system.
• Wayfinding and Signage -Review wayfinding and signage at key municipal facilities and develop plans to create easy access to citizens.
FOCUS AREA II:
IMPROVE COMMUNICATION AND TRANSPARENCY
OBJECTIVE: Keep residents well informed about city services, initiatives, and decisions through clear and open communication.
OUTCOMES:
• Increased website traffic and social media engagement
• Higher attendance at town hall meetings and public forums
• Positive feedback on the clarity and usefulness of the quarterly newsletter and annual report
ACTION STEPS:
• Website and Social Media Updates - Regularly update the city’s website and social media platforms with current information, including service announcements, project updates, and community news.
• Public Engagement - Host regular town hall meetings and public forums to engage directly with residents and provide updates on city initiatives.
• Transparent Reporting - Publish a quarterly newsletter and an annual report detailing city projects, financials, and performance metrics.
FOCUS AREA III:
FOSTER A CULTURE OF CUSTOMER-CENTRICITY
OBJECTIVE: Ensure all city employees are committed to providing exceptional customer service and continuously improving service delivery.
OUTCOMES:
• Completion rates of customer service training programs by employees
• Number of employees recognized for outstanding service
• Improvements in customer satisfaction scores over time
ACTION STEPS:
• Customer Service Training - Develop and implement a comprehensive customer service training program for all city employees, focusing on communication skills, problem solving, and empathy.
• Mentoring Program - Develop a mentoring program for staff across the organization.
• Recognition and Reward Program - Establish a recognition program to reward employees for outstanding customer service.
EXPECTATIONS
By implementing this comprehensive customer service strategy, the City of Fayetteville can enhance its relationship with residents, improve service delivery, and foster a more engaged, informed, and satisfied community.
“The
strength of the team is each individual member. The strength of each member is the
team.’’ —Phil Jackson