Customer Experience

    New Day Initiative cropWhat is the Customer Experience Department?

    The Customer Experience Department is in charge of assisting citizens and businesses with navigating city government, acting as liaisons and advocates. Customer Experience Representatives schedule Kick-Start Meetings for building projects, ensure that applications for permits are routed to the appropriate department, handle general inquiries and complaints, and solicit and maintain feedback data.  We are in charge of making recommendations for continual improvements to internal processes and customer experiences. 

    This department is the result of months of work in reviewing our internal processes, specifically related to permitting and project initiation, with the goal of becoming more customer-friendly.  The vision of this department is customer-centric.  We will place citizens at the center of every decision by focusing on communication, consistency, and culture.

    Here are some of the things that we will do for you (these are the New Day Initiatives):

    • Schedule Kick-Start Meetings;
    • Provide a User’s Guide for the permitting process (coming soon - guide is in final stages);
    • Coordinate Certificate of Occupancy celebrations; and
    • Guide you online through the implementation of permitting software (coming soon - under development).

    The New Day Initiative, A Celebration

    On June 28, 2019, an event was held at City Hall to celebrate the launch of the Customer Experience Department and the New Day Initiative. 

      New Day Initiative - Launch of Customer Experience Department

      Contact the Customer Experience Department

      Contact the Department at 270-444-8800 or by email.

      The Customer Experience Department under the direction of City Clerk/Customer Experience Department Director Lindsay Parish is housed in the newly renovated lobby of City Hall.  The Customer Experience Representatives are Nelvin Cecil Howell, Donna Jackson, and Debbie McGee. 

      If you would like to schedule a Kick-Start meeting or learn more about the process, visit Kick-Start Meetings.

      Department Mission

      City Manager Jim Arndt says, “We are working to revolutionize the relationships between Paducah’s government and its residents, contractors, and business owners.  It’s a new day in Paducah where we have put together a package of initiatives that will streamline processes and improve communications so that the expectations of our customers are not just met, they are exceeded.  We are placing customer experience at the forefront of our operations.”

      The mission of the Customer Experience Department is to revolutionize Paducah by placing citizens at the center of every decision.  We accomplish this mission by creating accessible information, fostering empathy, improving communication, and supporting each citizen’s journey.

      Accessible Information  We believe that interacting with government should not be complicated. It should be straight-forward and understandable. Our department is in charge of ensuring that the ordinances and municipal orders passed by the City Commission are accurate, understandable and accessible to the public.

      Fostering Empathy  We know that the best cities are compassionate cities. The Customer Experience Department makes empathy a driving force in process design and in each interaction with citizens and businesses.

      Open Communication  We recognize that open communication and transparency in government are key to building community trust. From open records requests and open commission meetings to open conversations and clear processes, we are striving to be open with how we communicate with the public.

      Supporting Journeys  We understand that each person in our community is unique, with their own passions, needs and abilities. It’s our job to make sure each person knows that they matter to us by mapping their journeys, understanding their needs and implementing the right technologies to meet and exceed expectations.

      Citizens at the Center  We believe the purpose of government is to create better lives for the citizens we serve. By understanding our citizens, their journeys and experiences, we can actively improve quality of life and trust in local government.