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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 and the Service Center) for initial consolidation efforts. The project includes a single city phone number (one city, one phone) that will be promoted publicly; the new phone system can route calls between buildings and create work requests directly in the back end of the Go Dublin system.
Accessibility and technology: The city rolled out Siracom (video) language-translation services at front desks to provide in-person translation for roughly 35 languages via live video; staff said the top four languages translated this year are Spanish, Japanese, Arabic and Mandarin. A digital visitor sign‑in system used in the council chamber is being expanded to all buildings; the tool records presence for safety and notifies staff when visitors arrive. Staff also plan quarterly front‑desk meetings, a centralized knowledge base for front‑desk staff, and ongoing monitoring of phone and call data from the new phone system.
Public feedback and next steps: The project team presented to the joint advisory committee and received positive feedback; the committee suggested broader public communications (print and digital) when the city launches the changes. Council members and attendees praised the effort and recommended using Dublin Life magazine and other print outlets to reach older residents. Staff said they will continue piloting the model at the three primary buildings and consider expansion to other city facilities, and will monitor call and app data to measure success.
