Jim Carlson discusses CenturyLink customer service concerns with public safety focus

The Colorado 911 Task Force convened on July 10, 2025, to address ongoing concerns regarding customer service issues with CenturyLink, a key provider for public safety communications. The meeting featured Jim Carlson, who emphasized his commitment to ensuring that public safety customers receive the necessary support from Lumen, the parent company of CenturyLink.

Carlson outlined the collaborative structure within Lumen, highlighting the roles of various team members, including those from sales, engineering, and customer experience. This teamwork is crucial for addressing the specific needs of public safety communications, which are vital for effective emergency response.

The discussion arose from previous conversations between Carlson and Task Force members, particularly Andrew, who suggested that a broader dialogue would be beneficial. Carlson's presence at the meeting aimed to facilitate this conversation and address any lingering concerns about service quality.

The implications of these discussions are significant, as reliable communication services are essential for public safety operations. The Task Force's focus on improving customer service reflects a commitment to enhancing the effectiveness of emergency response systems across Colorado.

As the meeting progressed, it became clear that ongoing collaboration between the Task Force and CenturyLink will be necessary to resolve these issues. The Task Force is expected to continue monitoring the situation and advocating for improvements in service delivery to ensure that public safety remains a top priority in Colorado.