February 14, 2022 – Flagler County has a new customer service initiative to ensure its departments are generating a high level of resident satisfaction as they perform their professional duties. It has created a short survey, and is asking the public to rate their interactions and experiences within 30 public-facing divisions and departments.
The survey is available at https://arcg.is/1WebOq from Monday, February 14 through Friday, March 4.
“There are those entities and companies that make a name for themselves based on the high level of customer service they offer, and we want to make sure Flagler County is among them,” said County Administrator Heidi Petito. She created a customer service committee shortly after being named to her position. “Great customer service is critical to the success of any organization, especially public service.”
The committee, which is made up of eight staff members from six customer-service-centric departments, has been meeting since October 2021. Their work started with assessing internal customer service – both between and within departments – to define opportunities for improvement and best practices.
“We are coming up with a strategy based on best practices and reasonable expectations within three areas of communication: phone, email, and face-to-face,” said Tourism Development Director Amy Lukasik, who chairs the committee. “Once we get those seeds to germinate internally, then we can take those processes and focus on getting them to bloom externally in our dealings with our partners, other agencies, and our residents.”
Committee members first surveyed county staff, and compiled workforce observations about shortcomings and success stories. They interviewed staff who represent the wide range of services – from field-work to desk-work, technology to trades – and including all employment levels at Flagler County.
Departments will be reaching out to their customers to request an evaluation. Additionally, posters will be on display at Flagler County owned buildings, including parks and public library, that include a QR code to provide easy access to the survey.
“Positive experiences create overall satisfaction, and that is precisely why we need to focus our efforts on how to best serve our residents in our interactions with them,” Lukasik said.
Media Release: Flagler County. Julie Murphy, MPIO
