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Enhancing Customer Service in Palm Coast

Palm Coast is actively working to enhance its customer service, with the Utility Department leading the charge in gathering valuable feedback from residents. Recently, Acting City Manager Lauren Johnston, Chief of Staff Jason DeLorenzo, and managers from the Utility Department celebrated their staff's efforts by personally delivering pizzas to utility employees across the city.

The recognition comes after an internal challenge aimed at increasing participation in the Citizen Satisfaction Survey, a crucial tool for assessing and improving the city's responsiveness to its residents. The Utility Department collected 150 survey responses in the fourth quarter, reinforcing their commitment to listening to the community.

“This wasn’t just a celebration—it was a way to recognize the hard work of our frontline employees who are actively working to provide exceptional service to our residents,” said Johnston.

Upgrades to Customer Service Portal

As part of the city’s broader commitment to enhancing customer service, Palm Coast has revamped its customer service portal, Palm Coast Connect, which is used by nearly 32,000 residents. Key features of the upgraded system include:

• A status bar for residents to track their service requests from submission to completion.
• A comments section for real-time updates and communication between staff and residents.
• Estimated completion times for service requests, providing clear expectations.
• A feedback survey at the closure of each ticket.

These enhancements allow customer service representatives to resolve cases up to 30% faster, streamlining requests for garbage collection, PEP tank maintenance, traffic signals, animal control, and more.

“Every interaction matters, and we are committed to improving the resident experience,” Johnston added. “These upgrades and initiatives are about making Palm Coast a more responsive, transparent, and customer-focused city.”