The City of Providence is committed to delivering quality service and continues to seek out ways to continually improve service delivery.
- Customer Service
- Mayor’s Award for Exemplary Service
At the start of his administration, Mayor Elorza joined City officials, Laborers’ Local Union 1033 leadership, and representatives from Amica Mutual Insurance to form a plan around setting high customer service standards. Since then, The Department of Innovation and has worked alongside Local 1033 and City staff trainers to deploy a 4-hour Customer Service Imitative training that is meant to enhance skills and to focus on creating a helpful, positive brand for Providence. The training also focuses on developing better conflict resolution, collaboration, and internal and external communication skills to improve overall constituent satisfaction.
“We are making sure the needs of our residents are met in a positive, courteous, and timely manner,” said Mayor Jorge Elorza at the City’s “500 Trained” press event. “Thanks to our Customer Service Initiative, our employees are better equipped to provide assistance to those seeking to do businesses at City Hall. I thank Laborers’ Local Union 1033, Amica Mutual Insurance, and the City’s Human Resources Department for their partnership and dedication to moving our city forward.”
The City is on track to meet its goal of every employee trained by 2017. Feedback received from constituents has seen an ideal positive curve as comments are aggregated from feedback cards inside departments and also through the City’s online portal.
Residents are encouraged to submit customer experience reviews as staff genuinely appreciate and respond to all comments from constituents. The training team will continue to implement the module to all new hires and by request over the course of Mayor Elorza’s term.
Building on our customer service initiative and commitment to continuous improvement within all City departments, the Department of Innovation holds trainings for all staff to learn basic Lean skills. Lean is a continuous improvement methodology that is used by the public and private sector all over the country and is being used more and more in Rhode Island. The goal of this initiative is to give staff the tools to lead, co-facilitate, and support continuous improvement efforts.
- Green Belt program (4 hour overview & tools to implement Lean methodology in the workplace)
Mayor’s Award for Exemplary Service
The Mayor’s Award for Exemplary Service recognizes individuals who have made significant contributions towards City Services and Innovation. Four employees are chosen each year: two in each category. Awards are held during the Innovation Open House each year. Awardees names can be found on the plaque at the bottom of the stairs on the 1st floor of City Hall. Congratulations to all the winners!