Strategic Customer Services
Employee Customer Service Initiative Program

In January 2006, City Manager Mary Suhm announced a City of Dallas Customer Service Program for all employees.  This program is typically referred to as the Customer Service Initiative Dallas or CSI Dallas. 

Over 75 different employees from all levels of the organizations and departments are involved in leading this program. The oversight committee is the CSI Dallas team, lead by Marcia Trent from Dallas Public Library and facilitated by Kenneth Gwyn from Strategic Customer Services.  Assistant City Manager Jill A. Jordan is also charged with the Staff Accountability and Customer Service Key Focus Area of the City.

To assist the CSI Dallas team, four work groups (called Tactical Teams) assist with the development and implementation of individual customer service program elements. The goal of CSI Dallas and the Tactical Teams is to improve city services by instilling Quality Customer Service as a fundamental behavior exhibited by all employees in the delivery of city services.

Vision Statement

The City of Dallas is committed to quality customer service. We value and respect our customers. 

Employee Customer Service Pledge

I promise to provide my best service to every customer, every time.

I promise to deliver a positive service experience for those visiting, living, or working in the City of Dallas.

I promise to perform my responsibilities professionally, honestly, and ethically.

I promise to actively listen to our customers and treat everyone with dignity and respect.

I promise to work together as a team to seek innovative solutions within and across departments to serve our citizens.

Internal Program Slogan

Dallas-Together, we do it better (see logo above).

Contact Information

For more information, please call Kenneth Gwyn at (214) 670-4632)
or email csi@dallascityhall.com.

For press information, please contact the Public Information Office, Frank Libro at (214) 670-3322.