The City of Washington is committed to providing courteous, prompt, and responsive customer service.
We will respond promptly. When you request a city service or action described by code, we will inform you of the process involved and the normal schedule for such requests. When you have any other requests, questions or complaints, we will either respond immediately, tell you when we will be able to respond, or respond within two work days. If we cannot resolve the problem or provide the needed information within two days or the time promised, we will contact you, explain the delay, and tell you when we will have a resolution or explanation to you.
We will listen carefully. We will listen to your requests, comments or questions carefully and courteously. We will explain our response clearly and completely. If your call must be transferred, we will give you the name and number destination.
We will not make you wait longer than necessary. If you come to any city customer counter or department office, we will see you as quickly as possible, or we will explain the reason for the delay and, if appropriate, offer you an appointment in the near future. During times of extenuating circumstances we will do all we can to serve customers as fairly, efficiently and promptly as possible.
We will provide you with consistently reliable service and information. We will do what we say we will, or clearly explain why we can’t. We will give you straight, accurate information on our operations, and work to keep you informed on matters that interest you.
We will do all we can to meet your special needs. If you have a disability, we will do all we can to provide information and service to you in ways convenient to you.
We will listen to any complaint and do what we can to make things right. If you have a complaint that we are unable to bring to an acceptable resolution; we will inform you on how to appeal. Appeals are made in the following order:
- Department Head
- City Manager
- City Council.
Recognize that the fastest resolution will come from the city department providing the service.
We will be friendly and professional in all our dealings with you and strive to provide you with the best quality of service possible.