Tyler's First Impression Program Boosts City Service

**City of Tyler Enhances Public Service with "First Impression" Initiative**

The City of Tyler, Texas, is well underway with its "First Impression" program, a comprehensive initiative aimed at significantly improving the customer service experience for both residents and visitors. The program emphasizes making every interaction with the city a positive and efficient one.

Spearheaded by City Manager Dale Martin, this city-wide customer service revamp began in early 2023. To ensure a high standard of training, the City of Tyler partnered with the prestigious Ritz-Carlton Leadership Center, known globally for its excellence in service training.

The initial phase of the program focused on frontline staff, including employees in departments such as permits, utilities, and parks, who frequently interact with the public. Training sessions kicked off in late 2023 and saw a significant push through January 2024, with the first wave of employees completing their sessions by early 2024. Participants are learning vital skills like empathy, active listening, and problem-solving, with a goal of achieving "anticipatory service"—providing assistance before it's even requested.

Looking ahead, the City of Tyler plans to extend this specialized training to all of its approximately 900 city employees. The initiative aims to have everyone on board by late 2024 or early 2025. The overarching goal is to streamline city processes, making tasks like obtaining a building permit or registering for a program at a city park more user-friendly. The city will track the program's success through ongoing feedback and surveys to ensure these positive first impressions are sustained.