The Downtown Customer Service Center (CSC) has received the 2023 Best-Run Government (BRG) Innovation Award for Service. Congratulations to the Department of Executive Services (DES), Department of Public Health (DPH), Assessor’s Office, King County Information Technology (KCIT), the Executive Department, and all their partners for their commitment to Best-Run Government. This award recognizes workgroups and teams that have made progress on our customer service goals to prioritize customer-centered services, improve the customer experience, increase staff understanding of customer needs, and/or incorporate service practices and processes into their project. 

With the closing of the King County Administration Building during the pandemic and a return to in-person customer service, a multi-department project team created a new CSC at King Street Center (KSC) that provides services for six County agencies in a safe, welcoming, and accommodating space. Since its opening in April 2023, thousands of customers have accessed services at the center.  

According to Sanjay Varma, who project managed the CSC work, “the project team approached this work very intentionally. In 2021, we conducted extensive research to learn about our customers’ needs. We particularly sought feedback from people with disabilities and brought a community group on-site for a virtual tour. We set a goal to preserve the qualities that customers liked and address any shortcomings. KCIT and Performance, Strategy and Budget (PSB) led efforts to collect internal feedback from operations supervisors and frontline staff. All of this feedback informed the Facility Management Division’s (FMD) design decisions to co-locate services on the same floor, offer free parking, and install clear signage. As a result of these intentional decisions our customers have reported that the space is welcoming and safe, the service is efficient, and the staff is courteous and helpful.” 

The CSC demonstrates many customer service wins for people in King County. Ken Guy, Finance and Business Operations Division (FBOD) Director says, “The new CSC provides a central one stop location enabling community members to efficiently pay their taxes and get questions answered, without waiting in long lines. Our survey from October 2023 indicated that 90% of our taxpayers were either satisfied or highly satisfied with their service. Our staff also enjoy working in a modern facility that inspires us to deliver the very best service to our taxpayers.” 

Varma says, “Our culture at King County encourages us to strive to be a Best-Run Government. We took that to heart when we designed the CSC to support continuous improvement using two feedback mechanisms. Our digital queuing platform measures the customer experience quantitatively by capturing metrics for wait time, queue length, and time spent at the counter. Also, every customer receives an after-visit survey which helps us capture qualitative metrics and comments. Going forward, we will use both of these data sources to listen to the voice of the customer and translate changing customer needs into ongoing service improvements.” 

The data is impressive: 

• More than 42,000 customers visited the CSC and received in-person service, showing that customers felt comfortable returning to in-person service model following the pandemic. 

• 90% of surveyed customers reported that it was “easy” to complete their task. Customers were delighted with short wait times. 

• Customer surveys reported a 4.45 CSAT (Customer Satisfaction) score (on a scale of 5). Survey comments routinely assert that this is the best government customer experience that our customers have received in their lives. 

Norm Alberg, Director of Records and Licensing Services (RALS) says, “I have been in public service for over 40 years, and I have seen dozens of public service centers and I can say that the new CSC is the most customer focused, customer friendly service environment I have ever seen; from the light, airy and welcoming environment, to the clear signage, comfortable furniture, to the simple service queuing system. It is a beautiful jewel for the County to proud of. All this is under-pinned by the amazing customer service professionals that provide the services day in and day. I am so proud to be affiliated with such a great operation.”   

Executive Constantine launched the Best-Run Government Awards – formerly known as the Performance Excellence Awards – in 2018. Best-Run Government is our commitment to continuously improve the equity, efficiency, and effectiveness of how King County operates.

Robbie Gaskin, Chief Local Deputy Registrar says, “We’re thrilled to be recognized with the BRG Innovation Award for Service, celebrating our dedication to creating a warm and inviting environment where customers feel valued. Our staff shares in the excitement of providing quick and efficient service, enabled by our new location that includes electronic ordering kiosks. These innovations not only enhance accuracy in the ordering process but also streamline operations, resulting in faster processing times and ultimately, better customer service.”

Congratulations again to the CSC and its partners for modeling our True North and values, and helping to making King County a welcoming community where every person can thrive!