Riviera Beach adopts a customer bill of rights to set service expectations

The Riviera Beach City Council adopted a Customer, Resident, Business and Visitor Bill of Rights (Resolution 72‑25) intended to define service expectations for city employees and clarify how residents and visitors can expect to be treated when doing business with the city.

City manager Jonathan Evans said the document spells out principles such as courtesy, responsiveness, accountability, transparency and civic engagement. He told council staff had conducted training sessions with frontline employees and the executive management team and that the city will post the bill of rights in public‑facing locations.

Councilmembers questioned how enforcement would work and whether discipline would be applied fairly and consistently. Councilperson Bruce Guyton asked whether higher‑level staff and department heads would be subject to the same standards; Evans said the bill of rights would apply to all employees, including management, and that progressive discipline already exists in personnel policies.

Councilmember Davis Peneer asked whether an independent reviewer should handle complaints about senior staff; Evans declined to comment on individual personnel matters but said the city will use progressive discipline protocols. City attorney Don Wynne noted that personnel policies and procedures are typically adopted by resolution where flexibility is needed; ordinance changes would be more rigid and require a different process.

Council adopted the resolution; the clerk recorded the final vote with Councilperson Guyton voting no and the remaining members voting yes.