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Westerville outlines phased plan for centralized customer service: phone, email, live chat, then in-person one-stop shop
Summary
City staff presented a phased plan to centralize customer service with a phone line, single email, human-run live chat and a knowledge management system this year; an in-person one-stop service center is planned after City Hall renovations in 2026.
City staff presented a multi-phase plan on Feb. 4 to centralize Westerville’s customer service operations, starting with a digital and phone-first rollout this year and moving to an in-person “one-stop shop” when renovations to City Hall and the former police building are complete.
Krista Dickey, chief of staff, and Greg Dayton, the city’s new customer service manager, described Phase 1 as a consolidated phone line, a single public email address,…
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