News Flash

First Selectman

Posted on: July 9, 2019

Greenwich grows customer service improvements

As my office is assembling the final report for FY19 Community First Goals, I can’t help but reflect on the tremendous progress the Town has made on customer service. Upon entering office, the Town didn’t have a formal customer service training program and was operating in deep silos at top levels of government.

In response, I instituted monthly Department Head meetings to promote cross-departmental dialogue and to ensure coordination of efforts. Together, we started the “We’re Listening” note cards for patrons of Town Hall to provide immediate feedback about their experience. By 2012, we grew that initiative into a formal, coordinated customer service program known as Community First. Since its inception, the Town has trained all frontline staff in customer service best practices, implemented a biennial Resident Satisfaction Survey, and has set and tracked customer service goals for every department annually. With success in providing improved customer service, this initiative has transitioned the focus to process improvement (Lean Six Sigma). The Town has trained almost all leadership and supervisory staff in Lean Six Sigma. Through annual performance evaluations, department heads are encouraged to set process improvement goals.

All this effort has translated into success for the Town on many fronts. Town staff and services score highly on the Resident Satisfaction Survey, a trend that has increased over the last 6 years. Land Use and permitting staff scored well in the customer service areas of the Permit Application Customer Satisfaction Survey and Process Improvement Analysis. The data and feedback received as a part of these efforts have influenced operational and budgetary decisions and encouraged implementation of modern platforms for engagement, including the design of the new Town website and the AccessGreenwich mobile app. The app allows residents to submit issues directly to departments.

Notably, with a focus on process improvement and waste reduction the Town is accomplishing more, with less. When adjusted for inflation, the Town is spending less on services like general government, public works, parks and recreation, and public

Our Town is fortunate to have a highly professional workforce that embodies the meaning of good government. I could not have accomplished all that has transpired over the last 12 years had it not been for the public servants who have dedicated their careers to serving our community. I am proud to say that Town Hall is more unified and efficient than it has ever been.


Peter J. Tesei
First Selectman

Facebook Twitter Email

Other News in First Selectman

January 31 designated as Mary Curcio Day

Posted on: January 31, 2023
fred camillo budget presentation to the BET

JAN 27: Community Connections from Fred

Posted on: January 27, 2023

AARP Foundation Tax-Aide

Posted on: January 23, 2023
New Parks & Rec ONEPASS

Important Park Pass Policy Update

Posted on: January 23, 2023
First Selectman's Budget Meeting

JAN 20: Community Connections from Fred

Posted on: January 20, 2023
Brothers Brook Drainage Area Project

JAN 13: Community Connections from Fred

Posted on: January 13, 2023

Community Connections from Fred

Posted on: January 7, 2023
Greenwich Avenue Lights at the end of the day...

DEC 30: Community Connections from Fred

Posted on: December 30, 2022

DEC 23: Community Connections from Fred

Posted on: December 23, 2022

Winter Storm Advisory Report

Posted on: December 22, 2022

DEC 16: Community Connections from Fred

Posted on: December 16, 2022

December 15 designated as Katie DeLuca Day

Posted on: December 15, 2022

December 16 designated as Fred Tuck Day

Posted on: December 16, 2022

DEC 9: Community Connections from Fred

Posted on: December 9, 2022

DEC 2: Community Connections from Fred

Posted on: December 2, 2022

NOV 23: Community Connections from Fred

Posted on: November 23, 2022

November 29 designated as Pat Sesto Day

Posted on: November 29, 2022

NOV 18: Community Connections from Fred

Posted on: November 18, 2022

October 25 designated as Jill Curran Day

Posted on: October 25, 2022

October 28 designated as Dan Warzoha Day

Posted on: October 28, 2022

SEPT 30: Community Connections from Fred

Posted on: September 30, 2022

SEPT 23 Community Connections from Fred

Posted on: September 23, 2022

SEPT 16: Community Connections from Fred

Posted on: September 16, 2022

September 17 designated as Constitution Day

Posted on: September 17, 2022

September 19 designated as Bea Crumbine Day

Posted on: September 19, 2022

SEPT 9: Community Connections from Fred

Posted on: September 9, 2022

Sept 2: Community Connections from Fred

Posted on: September 2, 2022

AUG 26: Community Connections from Fred

Posted on: August 26, 2022

July 14 designated as Bastille Day

Posted on: July 14, 2022
Juneteenth Flag

Juneteenth Celebration in Greenwich

Posted on: June 18, 2022

June designated as Pride Month

Posted on: June 12, 2022

June 14 designated as Flag Day

Posted on: June 14, 2022

Memorial Day 2022 Events

Posted on: May 25, 2022

May 6 designated as Law Day

Posted on: May 6, 2022

May 1-7 Greenwich Ride-A-Bike-Week

Posted on: April 25, 2022

April 22 designated as Earth Day

Posted on: April 22, 2022

May 2 designated as Ed Fox Day

Posted on: May 2, 2022

Greenwich Snow Emergency to be Lifted

Posted on: January 30, 2022

Greenwich COVID test kit distribution

Posted on: December 29, 2021

October 26th - Storm Update

Posted on: October 26, 2021

Easing Restrictions at Town Hall

Posted on: September 23, 2021

Sept 17: Community Connections from Fred

Posted on: September 17, 2021

Sept 10: Community Connections from Fred

Posted on: September 10, 2021

Sept. 3: Community Connections from Fred

Posted on: September 3, 2021

Hurricane Henri Storm Impact

Posted on: August 21, 2021
Tropical Storm Elsa is on a path to impact Connecticut

Community Connections From Fred

Posted on: July 7, 2021

Snow Emergency Lifted

Posted on: February 8, 2021

Community Connections from Fred

Posted on: January 29, 2021

Camillo sworn in as First Selectman

Posted on: December 2, 2019