In Progress: Customer Service Audit

This audit is in its fieldwork phase, focused on these objectives:

1. Assess whether the public can contact county services by phone, email, and chat, as
   applicable, in a timely and effective manner.
2. Evaluate the usability and effectiveness of the county's phone-tree systems.
3. Identify any barriers that prevent the public from reaching county staff, including:
   1. Language barriers (e.g., lack of multilingual support)
   2. Difficulties for individuals with disabilities (e.g., auditory, visual, or cognitive
      impairments)
   3. Technical issues with the phone system
4. Assess the availability and accuracy of published county phone numbers and email
   addresses.
5. Evaluate the timeliness of returning phone calls and emails.

Read the audit's start letter: