Here to Help: Improving Your Government's Customer Service

Includes a Live Event on 12/16/2020 at 1:00 PM (EST)

  • Register
    • Non-member - $249
    • Member in Transition - Free!
    • Member - $149

While we've come to expect a high standard of customer service from the private sector, in the public sector the stakes are even higher - a single negative interaction can tarnish a citizen's view of their local government as a whole. As such, a commitment to great customer service should be reflected in your jurisdiction's policies, procedures, and hiring practices.

In this webinar, you'll join a panel of ICMA members as they explore some of the internal steps your jurisdiction can take to enhance the customer experience. This webinar will cover:

  • How to instill a commitment to customer service in your organization's culture
  • Implementing internal customer service training programs
  • How to tie performance measures and metrics to the budget and strategic plan
  • Methods for collecting internal and external feedback on your efforts to improve customer service
  • Hiring staff with positive customer service attributes

ICMA Practice Areas: [4] Staff Effectiveness; [6] Strategic Leadership; [9] Community and Resident Service

In recognition of the hard work and selfless service of the local government community during these uniquely challenging times, we are offering a discount on webinar registration rates. Enter the code PSAD2020 during checkout to get $50 off the price of this webinar.

James Lewis

City Manager, Pismo Beach, CA

Jim Lewis became city manager of Pismo Beach on March 1, 2013. Prior to serving as city manager of Pismo Beach, Jim served as the assistant city manager and president of the office of economic development for the City of Atascadero. Prior to this role, Jim served as the assistant to the city manager for the City of Claremont. In both positions, Jim was successful in transforming downtowns and building pride and positive relationships amongst business owners, community groups, neighborhoods and the city.

Jim served as president of the Municipal Management Association of Southern California (MMASC) in 2001 and currently serves as the First Vice President of the League of California Cities City Manager’s Department ad as a Trustee of the California City Management Foundation.


12/16/2020 at 1:00 PM (EST)   |  90 minutes
12/16/2020 at 1:00 PM (EST)   |  90 minutes
Evaluation Survey
15 Questions
1.50 ICMA CE credits  |  Certificate available
1.50 ICMA CE credits  |  Certificate available