Code Enforcement Customer Service Center

About the Program

Category: Civic Education and Public Information (Best in Category)

Year: 2016

The Customer Service Center at Code Enforcement is designed to assist the new and/or infrequent building development customer navigate the code enforcement process. There are also staff to assist the seasoned developer by acting as a “one stop” staff contact for their questions or concerns. The Customer Service Center staff offers both in person assistance and phone assistance. The staff of 7 includes 4 Navigator positions, 2 Liaison positions, and one manager. The Navigator is the first point of contact for customers and will assist with basic questions, both on the phone or in the CSC. The Liaisons are more experienced staff that can assist with more complex issues and become the customer’s point of contact for all issues. The physical design of the CSC allows customers an opportunity to interact with all LUESA staff in an inviting setting. There are work tables, large computer monitors, private computers, and private meeting rooms that are available for customer use. The Customer Service Center opened on December 22, 2015. CSC interaction with customers totaled 1159 for the month of February 2016. The total customer interactions for the same time frame for service point interaction is 2334. The Customer Service Center assisted approximately 50% of the walk in customers. The Customer Service Center also answered 2143 phone calls during the month of February (20% of the call volume to Code Enforcement). Surveys (phone, online, and hard copy) are utilized beginning 3/1/16 to track effectiveness of CSC. Results pending.