Providing Extraordinary Customer Care to the Customers with Safety in Mind for Employees

About the Program

Category: Community and Economic Development (Best in Category)

Year: 2016

On March 28, 2014, a process action team in the customer operations group in the Chesterfield Utilities Department met about creating a new functional walk-in area in the billing and customer service section that would improve customer service and address employee safety concerns. The process action team was formed because of employees’ concerns that were expressed during the county’s Organizational Climate Assessment, or OCA, survey. The OCA was, conducted in fiscal year 2013, and is a tool to collect input from employees regarding the work environment. As Chesterfield County’s population increases and the economy changes, the volume of walk-in customers has also increased, resulting in a need for additional space. In the past, managers and supervisors have assisted overflow customers in their offices; however this posed security and safety concerns. The process action team met with the county’s security management staff and a police officer experienced in security management to discuss security concerns and solutions related to renovating space to create a walk-in customer service space located within the billing and customer service section. This area is for customers’ that need to set up service, have questions about their bill or have problems with their account. A walk-through of other buildings in the Chesterfield County Government complex was done to research how other departments assist their customers. The process action team found that a front desk counter set-up seemed to be the standard for assisting walk-in customers. In addition, many fellow county employees were surprised that we were assisting customers in our offices within closed spaces. With the help of other county departments and other sections within the department, a new walk-in area could accomplish our goals. The new area would be called Customer Care. This improvement was a result of continuous monitoring of our processes and implementing any changes through our monthly measurements and goals. We focused on listening to our staff’s needs through quarterly meetings, reviewing employees’ responses to the bi-annual OCA and receiving input through every-day training. In addition, the department’s performance council members held group sessions to allow employees the opportunity to discuss issues and concerns with the work environment. The group sessions were held with employees on April 29, 2014, and May 6, 2014.