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 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. connections. Linking people with services, citizens with municipal employees, and aligning expectations with outcomes.
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.
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