Letter From Mayor: City Will Survey Customer Service

Mayor Jay Gillian posted his weekly update Friday on the City of Ocean City website. The April 12 letter addresses a review of police and fire department operations and plans for the former Dan's Dock property at 10th Street and the bay.

April 19, 2013

Dear Friends:

I have very high standards when it comes to how our residents, property owners and guests are treated by the city’s team members. The customer service that is provided to our residents, property owners and guests should exceed expectations.

I’m pleased to say that I receive many more letters and e-mails complimenting our team than I do complaints. We are very fortunate to have quality people at all levels of the organization who understand the need for quality customer service.

During the coming summer season we will implement various methods of surveying customers who interact with the city in several areas to ensure that satisfaction levels are where they should be. If certain areas are falling short, we will develop a strategy for improvement.

One of our goals is to ensure that front-line employees are knowledgeable and empowered to provide accurate information and solve problems on the spot whenever possible.

I would like to take this opportunity to thank one of our key team members who is leaving the employ of the city today. Jim Mallon has served as director of Community Services since November 2010. As some of you may know, he has recently been named the business administrator in Pine Hill, a wonderful opportunity for Jim and his family. I can assure you that Ocean City’s loss is Pine Hill’s gain. Jim is a conscientious and skilled manager who shares my high expectations for quality customer service.

Beginning immediately, Steve Longo will serve as acting director of Community Services. Steve is a 21-year employee who has served in a variety of managerial positions within the organization. He will work closely with the Community Services team and our senior staff to ensure a smooth transitional period.

Have a great weekend.

Warm regards,

Jay A. Gillian
Mayor