- November 21, 2024
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In response to feedback from residents, Palm Coast has announced new initiatives to enhance the interactions between residents and city staff.
The city is rolling out a four-phase process to "ensure that every interaction meets the high standards of our mission: 'Delivering exceptional service by making citizens our priority,'" a Palm Coast press release said. The initiative will focus on streamlining and enhancing service across all channels, from customer service calls to online submissions and in-person interactions with staff.
“We have heard from our citizens that there is room for improvement in how their concerns are addressed through Palm Coast Connect and other channels,” said Acting City Manager Lauren Johnston. “Our goal is to ensure that every resident has a positive experience, regardless of which department they’re working with or how they’re communicating with us.”
The first phase will be to set the foundation of guidelines for all city staff on how to interact with citizens, the press release said. This phase is already underway as the customer service department review citizen satisfaction survey data to promptly address negative feedback.
Phase two will review automated email templates, clean up the citizen portal to eliminate duplicated emails and cases, and roll out customer service training for all city staff.
In phase three, the citizen portal on Palm Coast Connect will undergo changes that show residents clear timelines for their cases and customizable communication options, the press release said. Phase four will launch a customized mobile app for residents to access their citizen portal account.
Satisfaction surveys are available when a case is completed, the press release said. Any feedback indicating dissatisfaction — a 1-3 rating — will be followed-up by the appropriate city department to address it.
