Page 236 - CityofSouthlakeFY27Budget

TABLE OF CONTENTS

Office of Communication & Customer Experience -
Department Goals

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

Department Goal: Improve the customer experience by providing clear communication, transparent
information, and meaningful connections with residents.

Implementation Strategy:
• Use clear, accessible communication to help residents better understand City services, projects,
decisions, and processes. Focus on improving transparency and making information easier to find
and understand.
• Increase awareness of City programs, services, events, and accomplishments through strategic
storytelling, consistent messaging, and engaging content across communication platforms.
• Use resident feedback, survey results, and communication analytics to improve messaging strategies,
strengthen community trust, and better meet the information needs of residents.
City Department Overview

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

Department Goal: Strengthen Southlake’s brand and reputation through strategic communication,
storytelling, marketing, and customer experience initiatives that build trust, engagement, and community
pride.

Implementation Strategy:
• Develop and share consistent messaging that highlights Southlake’s values, services, achievements,
and community identity across all communication platforms.
• Strengthen public trust and engagement by creating responsive, customer-focused communication
strategies that encourage two-way communication and meaningful community connection.

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

Department Goal: Cultivate and build a positive, motivated, and service-focused workplace culture that
helps employees grow and deliver exceptional service to the community.

Implementation Strategy:
• Recognize and celebrate employee contributions, accomplishments, and stories that reflect the City’s
values and commitment to serving the community.
• Provide employees with the tools, resources, and information they need to confidently deliver
consistent, high-quality customer service.
• Encourage continuous learning and professional growth through training, cross-department
collaboration, mentorship, and development opportunities that strengthen both individual and team
performance.

236 FY 2027 City of Southlake | Budget Book FY 2027 City of Southlake | Budget Book 237