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City outlines ‘one-stop’ customer service plan and no-wrong-door pilot
Summary
City staff presented a resident- and visitor-centered services initiative to create a one-stop, no-wrong-door experience across city buildings: a single city phone number, shared front‑desk services at main buildings, language-translation video services, digital sign-in and expanded data tracking via the Go Dublin app.
City staff presented a multi-pronged customer service improvement project on Sept. 22 that aims to create a “one-stop” or “no wrong door” experience for Dublin residents and visitors across city buildings.
Project elements and piloting: Staff from multiple departments inventoried front-desk services across five city buildings, used six‑sigma facilitation and in‑person observation to catalog service overlaps, and identified three main business buildings (Development Building, City Hall…
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