Best practices book - Flipbook - Page 26
The Code Information & Resource Center (CIRC) is staffed with experienced code officials who
are equipped to answer technical questions and render technical assistance to struggling
customers. The CIRC is open during business hours, is free to all users, and does not require an
appointment. This technical assistance is available continuously during office hours via e-mail,
phone, and in our lobby, when COVID precautions do not prohibit this.
CUSTOMER OUTREACH & ENGAGEMENT
In order to disseminate accurate information, improve customer experience and customer
perceptions, and enhance awareness of Code Enforcement services and roles, the agency
hired a communications officer and implemented a comprehensive communications plan.
A proactive outreach plan has contributed to a stronger relationship between Code
Enforcement and its customers, more positive earned media coverage, and greater accuracy
of information that is disseminated. Code Enforcement publishes e-mail newsletters to various
customer groups, maintains a detailed website that offers extensive customer guidance, issues
an annual report available to the public at large, and provides regular timely messaging on
code issues.
Grasstops outreach to owners, developers and community leaders has increased dialogue
between the agency and relevant groups.
The agency has had great feedback and an enthusiastic response for the implementation of its
“Code Heroes” program, in which several outstanding customers are recognized at each May,
during the Building Safety Month. The Code Heroes recognition strengthens relationships with
already high-performing customers, generates positive coverage for the agency, and allows a
code authority to enthusiastically say “yes” when often, in day-to-day operations, it must say no.
More: Annual Report
CUSTOMER SERVICE CENTER
When Code Enforcement moved offices in late 2015, one of the guiding principles in the design
of our new offices was the feedback we received from our customers about the lobby in the old
building.
Previously, customers who came
to our building had to self-identify
from one of several counters, take
a number, and wait to be called.
The new Customer Service Center
at Suttle Avenue was designed to
meet customers’ needs. From
being greeted at the door and
guided to the most efficient next
step, in the modern space of our
lobby, the experience for
customers, novice and
BEST PRACTICES
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