As an organization, it is our mission to provide excellent service to our community. Our team of more than 1,200 employees works together every day to deliver the quality of services and customer care that our residents and visitors expect and deserve.
Our work is guided by five principles of excellent service:
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Take ownership and follow through
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Be knowledgeable
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Be a committed advocate for the City and its stakeholders
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Engage and listen actively
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Recognize other's strengths and needs
High Five for Excellent Service
When our team members go above and beyond, we like to recognize their commitment to excellent service. We invite the community to share their experiences and nominate a coworker for a High Five for Excellent Service!
If you have recently experienced great service from our team, please let us know! You can email our team to submit a High Five for Excellent Service and include the following information in your email:
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Your Name
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Coworker's Name
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Coworker's Department
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Reason for High Five
You can also call us at 704-920-6400 to submit your High Five acknowledgment via the telephone voicemail line.
Treating each other with dignity & respect
The City adopted a Citizen Incivility Policy that establishes guidelines to promote respectful behavior, and civil, constructive communication between City employees and the community.
Just as employees are expected to remain professional, attempt to de-escalate, set clear boundaries, and communicate with respect, the City expects the same from community members.
Incivility complaints
While it is the mission of the City to provide excellent service, if you believe we have fallen short of this mission, we want to hear from you so we can learn from our mistakes, take ownership, and continuously improve our service.
If you have experienced incivility from an employee you may report it using the form below.
Incivility Reporting Form