Nina A. Hall

Customer service should be an extension of customer engagement. In my county, we’ve created an Office of Neighborhood Empowerment to create citizen engagement. Most engagement revolves around improving services and processes, so concerns could be centralized in a customer service function within a “citizens engagement” department. The communications department could be a key link to citizen engagement and customer service because they would drive key messages, as well could frame responses to topics such as, why a tax increase.