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Company: Salt Lake County Government, Salt Lake City, UT
Company Description: SALT LAKE COUNTY is a diverse community of 16 cities and 6 townships. County government serves almost 1 million residents providing public safety, health services, and cultural and recreation opportunities while also managing property, growth and development issues.
Nomination Category: Customer Service Awards Department Categories
Nomination Sub Category: Customer Service Department of the Year - Public Services & Education

Nomination Title: Salt Lake County

Tell the story about what this nominated department achieved since the beginning of July 2012 (up to 525 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:

Salt Lake County (SLCo) is a diverse community of 16 municipalities and 16 Community Councils representing unincorporated areas within the county serving over 1,000,000 residents. Our services provide numerous park and recreation centers, youth services, senior services, as well as funding for a significant number of arts programs. Additionally, Salt Lake County is one of just 20 counties nationwide to be awarded AAA ratings from all three major rating agencies SLCo has focused on ensuring employees practice excellent customer service: to care about each other; serve with integrity; respect people; and strive for excellence.

In January 2013 newly inaugurated Mayor Ben McAdams re-emphasized the importance of ensuring all residents and employees of SLCo were receiving the best customer service possible and focused his energies by ensuring SLCo residents and employees have a better understanding of the services provided to them. As such, he appointed a Township Executive to represent the needs of the 160,000 residents living in unincorporated parts of the county.

Additionally, he developed a new Regional Development office responsible for coordinating the actions of county agencies with those of city government and other pertinent players on matters of importance to the county as a whole. Those issues range from promoting economic development and gang intervention to building the infrastructure needed to keep pace with population growth and consolidate 911 emergency response services.

SLCo, additionally recognizes the need to serve its community in times of need. In July 2013 SLCo Council unanimously voted to take part in a partnership with firms Goldman Sachs and J.B. Pritzker to offer high-quality preschool to an additional 600 at-risk children in one of SLCo’s poorest school districts. Additionally, in October, during the Federal government shut down the Clinics for Women Infants and Children in SLCo were to close its doors. This federally funded program would have affected about 25,000 people who receive baby formula, diapers and food for pregnant women and children in need. SLCo quickly responded by digging into its savings to keep this food and nutrition program open for low-income citizens in SLCo.

Employee satisfaction is achieved by providing employees an extensive benefits package including access to further education, fitness, a healthy lifestyles program, transit passes and other assistance. This year McAdams extended additional health insurance benefits to cover autism treatment for SLCo employees’ children. SLCo further restored cuts to retirement plans made during the recession and provided county employees with a merit raise of up to 2.5% while maintaining level taxes - the first of such moves since 2008. SLCo continues to support its Customer Service Champions program and hosted its first annual Customer Service week with activities aimed at recognizing the superior customer service provided by each of the County’s programs as well as recognizing our “Leaders in Customer Service” awardees – a quarterly award for outstanding customer service in the field.

Our customer service standards: service oriented, empowered, responsible, values-driven, informed, courteous and engaged have not only affected county employees but originated a sense of well-being throughout the entire county on all levels. Mayor McAdam’s vision has become a reality for employees and residents in Salt Lake County.

Provide a brief (up to 100 words) biography about the leader(s) of the nominated customer service organization:

Ben McAdams was sworn in on Jan. 7, 2013. He pledged to work collaboratively, across party lines, to find efficiencies in government and to be open and accountable to citizens.

Mayor McAdams is a former Utah State Senator. His legislative record includes strengthening child safety standards and consumer protections, eliminating housing and employment discrimination and increasing funding for mass transit.

Mayor McAdams is a corporate finance attorney who practiced law with firms in New York and Salt Lake City; specializing in public and private securities transactions. His expertise compliments his strategic relationships between the 16 municipalities and cities within the County.

Ben and his wife, Julie (a fellow Columbia Law School graduate) enjoy hiking with their four children and cheering at Saturday morning soccer games.