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
One
Team
One
Focus
One
Goal
We Are One
...working together to serve the
people of Huntington Beach
exceptionally to inspire pride in
our community.
We are one team
... to ensure that HB continually improves
its standing as a premier coastal
community as measured through the
health of our people, our organization,
our infrastructure, and our community.
We have one goal
... to stay fanatical about
achieving municipal excellence
by being active caretakers of our
unique, people-centric HB
culture.
We have one focus
Committed
We recognize the awesome responsibility of serving the HB community and put our best efforts forward always.
Show dedication to our job (e.g. no making excuse; regardless of positions we hold, don't blame other team members. We can all “pick up trash” because everything speaks) Put best efforts forward (e.g. taking ownership and seeing it through; going above and beyond) Be solution-focused (e.g., finding solutions and answers rather than just forwarding inquires to someone else; unacceptable to have “it’s not my job” attitude) Behavioral Standards:
Responsive
Recognizing the importance of responsiveness and sense of importance and urgency in our service delivery. We all have duties to respond in a timely manner to address issues at hand.
Be 100% present with our customers (e.g. show up on time, pay attentions and practice active listening, no checking phones while in communication with customers or in the meeting) Be reliable and always strive for timely follow-through. We all have duties to response and address needs/issues timely. (e.g. acknowledging the receipt of emails/requests such as 24 or 48-hour response rule and informing customers of project ETA and next steps).
Quick turn-around. Don't be the one holding up the process. Be clear with who is responsible for what internally and provide sufficient training.
Have a clear line of communication with customers (e.g. one point of contact known to external customers including generic City email accounts)
Behavioral Standards:
Exceptional
Embodies all positive attributes of top-notch, high-quality customer care such as efficiency, reliability, consistency, kindness, personalized service and professionalism that are important to our leadership team.
Provide consistent, accurate, and easy-to-access information to customers (e.g. 311 system, centralized information, ensuring customers get same answers to same Qs, etc.) Take a proactive approach with thoughtful planning and service mapping from “lens of customers” in our process; if you see any issues, act proactively and tackle it with urgency Be kind, friendly, and express your desire to help to customers at all times (e.g. simple things like saying hello in the elevator, offer help, friendly tones, etc.) Follow through - delivering results in a promised timeline Go beyond my job responsibilities and partnering with customers to find a solution; ensuring that customers are satisfied (e.g. improve the overall QofL satisfaction of 67%) Be adaptable to changes and learn new laws/regulations and best practices in the industry.
Hire customer service-focused individuals, incorporate customer service training to the citywide onboarding progress, and acknowledge/celebrate teammates who exhibit excellent customer service.
Take responsibility, learn from mistakes, measure progress, and hold ourselves accountable.
Behavioral Standards:
Public Service
Regardless of our job positions, we make a difference in the community and take great pride in our public duty to serve the people of HB. Public service is an essence of what we all do.
Be an effective and prudent steward of public funds and actively consider the impact of our decisions on the financial stability of the City and its members Pledge/Live by the City’s Code of Ethics and model high ethical standards.
Focus on serving the community with integrity and take our duty seriously to act in the public’s best interest and (re)build public trust.
Continue cultivating a just culture of learning from mistakes & keeping everyone accountable.
Behavioral Standards:
For All
We serve everyone - residents, businesses, and visitors regardless of their background. We also serve our internal OneHB team members as customers. We say and do those things that bring people together and improve their quality of life.
Be consistent and treat everyone equally
Honor diversity of our constituents and OneHB team members and help create an inclusive, respectful work environment (e.g. respecting work-life balance, tackling difficult issues/projects in collaborative ways, adhering to the City's zero-tolerance policy to discrimination and workplace violence, etc.)
Conduct proactive community engagement efforts throughout the City. When we collaborate with diverse communities in HB, we can do our best work.
Know what’s expected of you and your defined roles and do them well. We all need one another, communicate proactively and ask questions to eliminate interdepartmental silos.
Behavioral Standards:
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!