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Customer surveys show long‑term respondents and pressure on customer care staffing
Summary
Staff reported results from Jan–Jun 2025 transactional surveys showing 55% of respondents have lived in the county more than 20 years, customer care handles 77% of interactions, payment‑arrangement calls have risen and vacancies are straining service; recruitment is ongoing.
Staff presented the transactional survey covering January–June 2025 and told the board the majority of survey respondents are long‑term residents (55% reported more than 20 years in the county). Customer care handled 77% of logged interactions; staff said payment arrangement contacts increased versus the same period in 2024 but they have not seen a rise in long‑term payment‑plan commitments.
Kathy (staff) said customer‑care staffing is thin — two staff members carrying a heavy load since March — and that positions have been reposted after prior candidates withdrew. Staff reported one hire expected to start on Aug. 18 and said they continue the recruitment process. The board asked staff to ensure emailed and written public comments are captured in minutes; staff confirmed written comments have been included and will continue to do so.
No formal action was taken; staff will continue recruitment and monitoring of customer support metrics.
