Environmental Health Division Complaint Response Initiative

About the Program

Category: County Administration and Management (Best in Category)

Year: 2022

In order to deliver exceptional customer service, in 2018 Maricopa County Environmental Services Department (MCESD) initiated a strategic goal to address 75% of citizen complaints regarding violations of code and public health/environmental hazards within 24 hours. Customer service was measured by (1) a “first response” within one workday of the complaint being filed, to contact the complainant and acknowledge that the complaint was received and was a priority or to report findings to the complainant and (2) time taken to investigate and resolve the complaint. A data report was developed to monitor complaint response performance and provide insight into the MCESD complaint process. The complaint data report was run and reviewed monthly by the management team. The Environmental Health Division of MCESD demonstrated successful outcomes from the strategic goal initiative by addressing 75% of citizen complaints within 24 hours.