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Community Development

About Community Development
Mission and values

Focus on Customer Service 

Due to the recent economic downturn, Community Development experienced significant staff reductions from 2008 through 2010. Realizing that these changes could have an effect on department operations, director Marty Snell contracted with a management consultant for several sessions in the summer of 2010. The consultant assisted the department in identifying opportunities to raise employee morale, enhance job satisfaction and increase internal and external customer satisfaction. As outlined by the consultant,

“…organizations are more likely to experience an increase of customer dissatisfaction when diminished budgets constrain service delivery and when customers have not adjusted their expectations of the organization now operating at reduced capacity. “

To prevent this type of result, emphasis was put on analyzing good customer interactions and developing methods for improving customer satisfaction, which included:

  • Make the customer feel valued and important
  • Understand the importance of customer’s needs
  • Follow through on customer concerns
  • Make a helpful referral when you don’t have answers
  • Give timely responses to questions, calls and emails
  • Acknowledge and consider ideas and suggestions

These discussions also helped to identify that one of the best resources we can continue to offer citizens is our personnel expertise. Staff’s most valuable attributes are:

  • Dedication
  • Knowledge
  • Experience
  • Helpful attitude

We concluded that no matter what the circumstances or financial environment, our mission and values remain the same.

Our mission
We are dedicated to safeguarding the public and building a better Clark County
We value
  • Professional and courteous service
  • Honest and respectful communication
  • Diversity of ideas and people
  • Constructive partnerships and teamwork
  • Accountability and transparency

 

An on-going work group was formed to assure that the recommendations from the project would be carried out. The group helped create an action plan, which listed the top five activities that would meet the goals of the department to raise employee morale, enhance job satisfaction and increase internal and external customer satisfaction. These goals are as follows:

  • Develop a program to begin accepting some online payments, a very convenient change for our customers
  • Improve the Community Development portion of the county’s website to provide customers with a convenient source of information
  • Cultivate better employee communication
  • Create an employee recognition campaign to improve employee morale
  • Develop a compact with the Board of County Commissioners for communications

Work has begun on each of these items and will continue throughout this year. Updates on the progress of these initiatives will be posted to this page in the future.

 

 

 
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