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Westminster staff to pursue customer‑service overhaul: facilitator, metrics and public‑facing flowcharts
Summary
Council directed staff to identify a facilitator for citywide customer‑service and workplace‑culture training, to develop department‑specific training and metrics, and to create simple public flowcharts for common permitting and counter transactions with an internal target of August 2026 and a reporting cycle by October.
Councilmembers pressed staff for clearer customer‑service metrics and practical tools residents can use when interacting with city departments.
Staff said they will identify a facilitator to conduct citywide customer‑service and workplace‑culture training for public‑facing divisions; that facilitator will help design both citywide and department‑specific training and recommend metrics to track response and resolution times. Staff proposed returning…
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