Lafayette Consolidated Government

"How have we served you today?" It's a simple question, but not always an easy answer. I spent most of my adult life working in a retail environment where "customer satisfaction" was the difference between success and failure. Part of my campaign promise was to change the culture of government, so as I begin my second term as your Mayor President, I have come to realize that many of the lessons learned in the small business world can be applied to the governmental process and have a direct impact on how this government is perceived by its citizens, our customers. It all boils down to "customer service....and that is what Lafayette 311 is all about."

LCG's leadership has committed to customer service as a personal, caring part of their job. One of the cornerstones of this commitment is Lafayette's upcoming 311 system which will be centered on building a responsive, customer service oriented organization. It is not impossible and it can be done with government. With the implementation of the new 311 system, customer service will be a requirement, not an option.

We know that just like the employees at LCG, our customers are people. They deserve to be treated as individuals. The first person in line or online is a person, not just an anonymous part of an anonymous group. We want to know you as a person and for you to have the ability to deal with a person.

We also know that customer service is measured by the level of personal caring that the provider gives to the customer. Our emphasis will be the personal part of customer service. Of course, you may use our new more user-friendly version of the website as part of your interaction with 311, but if you choose to, you can speak to a real live human being as well, or even better, you can combine both for the ultimate experience.

Based upon this and other upcoming initiatives, our ultimate goal is to provide Lafayette citizens with the best customer experience possible, whether we "serve" you in person, on the phone or on-line. If we are doing our job right, not only will we keep you, our current customers (citizens) happy, but we will also be able to grow our customer base and that will definitely mean good business prospects for Lafayette's future. Have a great day and "thanks for letting us serve you!"