Page 220 - CityofSouthlakeFY26AdoptedBudget

Office of Communication & Customer Experience -
Department Goals

CITY-WIDE GOAL: Delivering outstanding customer experiences
through innovation, passion, and a strong culture.

Department Goal: Enhance the customer experience through transparency, innovation, and
communication.

Implementation Strategy:
• Proactively communicate opportunities for public involvement to enhance awareness and
understanding. Use clear and accessible language across all channels to reinforce transparency and
support public trust in the City’s decision-making processes.
• Increase public awareness of City programs, services, events, community excellence, and achievements
by aligning storytelling efforts with strategic themes such as innovation, safety, and service excellence.
Use data from the Citizen Satisfaction Survey to shape messaging priorities and target areas of interest
or concern.
City Department Overview
• Use insights from the Citizen Satisfaction Survey, especially questions related to information access
and preferred communication tools, to inform and adapt communication efforts between survey
cycles. Demonstrate and promote how the City communicates and showcase improvements based
on resident input.

CITY-WIDE GOAL: Enhancing the sense of community by proactively creating community
partnerships, volunteer involvement, and citizen engagement opportunities.

Department Goal: Establish Southlake’s brand and story with effective marketing, communication,
public relations, and customer experience strategies.

Implementation Strategy:
• Position the City of Southlake’s government staff and officials as ethical, hardworking, and customer-
focused by sharing authentic stories that reflect their values and contributions. Use video, photography,
and written features to highlight behind-the-scenes efforts, leadership values, and community impact.
• Promote coordination and joint ownership of major initiatives across departments. By aligning
communication strategies and customer service goals on shared projects, the city can streamline
service delivery, reduce redundancies, and create a consistent customer experience.
• Proactively monitor social media platforms, emails, and CRM tools to identify and respond to customer
questions, comments, and concerns. Follow a collaborative and structured workflow to ensure timely
follow-up and appropriately escalate high-priority issues.

CITY-WIDE GOAL: Attracting, developing & retaining a talented and motivated workforce for
lasting world-class performance..

Department Goal: Fostering a positive employee engagement and workplace culture that supports the
City’s mission and goals

Implementation Strategy:
• Share and celebrate employee stories that exemplify Southlake’s core values and demonstrate the
“why” behind our everyday work. These narratives help humanize our team, strengthen community
trust, and reinforce our commitment to purpose-driven service.

220 FY 2026 City of Southlake | Budget Book FY 2026 City of Southlake | Budget Book 221