City of Huntington Beach
ONE
SERVICE VISION
STATEMENT
August 1, 2023
HB Service Excellence Initiative
HB Service Excellence Initiative
To grow/expand the value-driven customer service culture throughout the City of Huntington Beach that permeates every aspect of City operations and every touch point the City has with its residents, businesses, and visitors.
Comprehensive
Customer Service
Assessment
(Community
Meetings, Stakeholder
Interviews, Mystery
Shops, Online Survey)
Customer Service
Study Session for
City Council
One-Day Large
Group Customer
Service Training for
All City Employees
April 2023 May 2, 2023 May 3, 2023 May 3, 2023 Customer Service
Seminar for the HB
Business Community
& Public
HB Service Excellence Initiative
To grow/expand the value-driven customer service culture throughout the City of Huntington Beach that permeates every aspect of City operations and every touch point the City has with its residents, businesses, and visitors.
Five (5)
Service Excellence
Visioning Sessions
with 60+ City
Leaders
6-month Individual
Customer Service
Virtual Training for
Select 250
Employees
May 4, 2023 May & June, 2023 July - Dec 2023 2023-24 Develop and
Implement a 12-
month action plan
for continuous
customer service
improvement
Customer Service
Leadership Team
Training
Am I seeing
this moment
through the
lens of my
customer?
Since everything
speaks, are the
details positively
reflecting the
City of HB?
Is there an
opportunity to
create a
moment of
WoW! for this
customer?
3 Pillars of Service Excellence
Lens of
customer
Everything
Speaks
WoW!
moment
Service Visioning 1
"Super" Team 2
Service Visioning 3
Accomplished
Top Vision
Statement
Date May 18, 2023
ELT, DLT, and Key Managers
convened to discuss basic
ingredients of the City's
service vision statements
and top frustration.
"Committed to Delivering
Exceptional Public Service"
May 30, 2023
Leadership Team members
gathered again to provide
final feedback to the service
vision statement.
"We Are OneHB -
Committed to Responsive
and Exceptional
Public Service for All"
May 24, 2023
"Committed to Delivering
Responsive & Exceptional
Public Service for All"
Dept. Representatives met
to merge the group's poll
results and develop one
unified service vision
statement.
Service Excellence Vision Development Process
"Super" Team 4 Service Visioning 5
City Council Update
Accomplished
Top Vision
Statement
Date June 12, 2023 August 01, 2023
Staff presents the City's new
Service Excellence Vision
Statement to the City
Council and the public.
Internal
"We Are OneHB -
Committed to Responsive
and Exceptional
Public Service for All"
July 17, 2023
External
"Committed to Responsive
and Exceptional Public
Service for All"
The final internal and external
Service Statements and
Behavioral Standards were
presented to the Leadership
Team.
Service Excellence Vision Development Process
"We Are OneHB -
Committed to Responsive
and Exceptional
Public Service for All"
Department Representatives
met again to refine and
define key terms for the City's
Service Vision and Behavioral
Standards.
"We are OneHB -
Committed to
Responsive and
Exceptional
Public Service for All"
Service Vision
Statement
"Committed to
Responsive and
Exceptional
Public Service for All"
For the City Team
For the Public
Committed Responsive
Exceptional Public Service For All
Standard of Care
We are REALLY good at what we do
and provide excellent customer
care with efficiency, reliability,
kindness, and professionalism.
We recognize the awesome
responsibility of serving the HB
community and put our best
efforts forward always.
We take great pride in our public
duty to serve. We make a
difference in the HB community.
We work together as one team
internally and externally to serve
the HB community.
We serve everyone - residents,
businesses, and visitors as well as
our internal oneHB team members.
We say and do those things that
bring people together and
maximize success for all served.
We recognize the importance of
responsiveness and sense of
importance and urgency in our
service delivery.
Standards that all OneHB team members must uphold to realize the service vision statement and carry out the 3 pillars of service excellence for internal and external customers.
We are OneHB
Service Vision
"We are OneHB - Committed to
Responsive and Exceptional
Public Service for All"
INTERNAL:
For OneHB team Members
Service Vision
"Committed to
Responsive and Exceptional
Public Service for All"
EXTERNAL:
for the HB Community &
Public Served
• Review 12-month Action Plan by the North Star
Consulting to prioritize and implement
recommendations
Next
Steps
HB Service Excellence
• Continue Dennis Snow's Customer Service
Virtual Training for select 250 team members
• Create an internal working group to meet
regularly to identify customer frustrations and
develop service improvements
• Implement customer service process mapping
throughout organization
• Continue progress on streamlining HB & One
Stop Shop project
• Bring presentation on 311 system to City Council
Service Vision
Thank you for all you do and
being #oneHB team!