by Tim Carl, Development & Transportation Director

At Jefferson County, we want our customers to have a superior experience when it comes to customer service. We strive to meet this goal 100 percent of the time, but sometimes we do not quite get there. Over the years, I have witnessed service that did not live up to the standards we set for ourselves. But I want to assure you that we use these situations as an opportunity to learn how we can improve our overall customer service.

As the Development & Transportation Department Head, I have the responsibility of overseeing divisions in the county that probably receive the highest number of calls complaining about issues. It could be a neighbor upset about weeds, trash or debris on his next door neighbor’s property or when the county’s snowplow truck will come to push snow away on a local street. No matter what the complaint, concern or issue – they all have meaning and they all demand a prompt and timely response.

In Corporate America, the inability to meet consumer needs means you may not stay in business. Government may not be a corporation, but we can still apply a practical business approach to what we do. Our strengths rest within our employees and the level of service we provide to you.

Here is a great example: In our Planning & Zoning Division, we often see people who want to understand what they can do with their land. Land use can be complicated and confusing, but we are doing our best to keep it simple! We have set up Web pages that walk you through the development and permit processes. We have a variety of searchable online databases that allow you to find information related to zoning, floodplains, access, water, sewer services, etc. – all at your fingertips.

And when you come in to our office, we estimate a wait time and if it exceeds ten minutes, we get more staff to help assist our customers. When you need to find information, we walk you through the steps, showing you how and where to get that information; sometimes even walking with you to another office or division in our building. And we guarantee our times for reviews and development procedures. We simply want to provide the highest and best level of service to you.

If you have seen situations that could be improved, I want to know. Send me an email or call me directly at 303-271-8510.