City Taking Comprehensive Look at Potential Customer Service, City Hall Redesigns

As the Westerville Division of Police (WPD) takes occupancy of its new Huber Village Boulevard headquarters and City staff at 64 E. Walnut St. prepare to move to South State Street, the City is embracing the opportunity to evaluate and update its approach to customer service.

“Bringing the Income Tax, Utility Billing and Planning & Development teams from Walnut Street to City Hall allows us to create a true campus and customer service hub,” said City Manager Monica Irelan. “This is the right time to look at our current customer service model and identify what processes are working well and what can be improved to provide even better service to our residents and visitors.”

Irelan is empowering the City’s front-line customer service providers, as the subject matter experts, to help shape these efforts. Over the summer, 33 front desk staff members from across the City participated in “Centralized Customer Service Process” workshops to discuss processes, principles and spatial needs. A panel of community residents and stakeholders also joined.

“I was encouraged by the feedback we received during these sessions. Westerville’s passion for providing exemplary customer service is sewn into the fabric of who we are, and essential to that is the commitment to continuous improvement,” said Irelan.

The group agreed that setting common standards, focusing on “people skills,” internal communication and accountability, job competency, staff empowerment and establishing an efficient contact tree were all core to preserving and evolving the City’s outstanding customer service standards.

For spatial principles, the group aligned on the importance of safety, accessibility, speed of service, clear signage, atmosphere, greeting systems, technology integration, options for privacy, comfort and amenities.

“As with every City initiative, we are being thoughtful in our approach and execution of these improvements in the interest of making the best use of public dollars and staff resources,” said Irelan.

Where feasible, frontline staff have been empowered to implement the customer service improvement ideas without delay. Columbus-based TENFOLD has been hired to help facilitate the design concepts for the physical transformation of the City Hall campus.

In the meantime, residents can be assured that the City’s commitment to providing fast, friendly customer service won’t be set aside as the project progresses. Updates about the initiative and its direct impacts on public-facing operations will be posted to www.westerville.org.

Moving In Justice Center

The Westerville Division of Police is planning a grand opening and community celebration of the Justice Center next spring. Staff is moving in beginning this month. Look for updates via social media and the website, or subscribe to the City’s weekly e-newsletter at www.westerville.org.