Public Works: Building a Customer-Centric Culture
Selected through a competitive RFP, Moran helped the public works and engineering department of a large city (population 2.3 million) build a service culture and increase constituent satisfaction across water, construction, traffic, roads and bridges, billing and collections.
Let’s Talk About Your ChallengeA customer service initiative declared a national “model practice.”
What the department was facing
The goal was to apply organizational development practices to build a service culture and increase constituent satisfaction.
What Moran did
Internal service standards
Designed and implemented standards with frontline staff and leaders, plus employee surveys to measure progress.
Service Essentials™ for Everyone
Customer service training for all 4,000+ staff.
Service Essentials™ for Leaders
Training for all 850+ leaders on creating an environment of service excellence.
Train-the-trainer
Facilitator kits and train-the-trainer delivery for the operational roll-out.
What changed
Build a service culture across your agency
Talk with Moran about customer-centric culture change.
Let’s Talk About Your Challenge