Practices & Innovations

Township of Langley Expect Excellence

Contributor: Langley (Township)
Year: 2015
Category: Organizational Developments & Improvements
Award Details: UBCM Excellence Award Nominee - Best Practices (Organizational Development & Improvement)
Short Description:
Through a staff-led initiative, employees of the Township of Langley have their sights set on becoming a leader in public sector customer service excellence.  We have adopted “Expect Excellence” to exemplify our customer service brand and philosophy, with a mission statement focused on “Exceeding your Expectations of Excellence in Customer Service” through five (5) core values: approachability, competence, professionalism, accessibility and safety always.  As an organization, public or private sector, how do we engage hundreds of employees - at all levels, working a variety of  shifts, at a variety of facilities - to work together as one towards providing every customer with outstanding customer service?  While, it may take time and it’s not always easy, it is being done by our Expect Excellence Action Team.  Their goal: to exemplify service excellence through personal leadership; to act as a conduit for staff seeking information; and to encourage staff input and engagement.  
Last Reviewed: August 13, 2016, 2:05 pm