Customer Experience Initiative

About the Program

Category: County Administration and Management (Best in Category)

Year: 2018

In March 2014, the County launched the Customer Experience Initiative to reemphasize the importance of customer service and improve the County’s old customer service program. In creating the initiative’s mission and values, the term “customer experience” — distinct from “customer service” — was chosen to emphasize attention to a customer’s total interactions with the County. This comprehensive view helped foster a customer focus that cuts across department lines and involves all employees, whether they interact directly with customers or not.