Dallas 311


​​​Strategic Customer Services​

​Employee Customer Service Initiative Program​​

Dallas-Together, we do it better (City of Dallas Employee Customer Service Initiative Program slogan) 

In January 2006, City Manager Mary Suhm announced a City of Dallas Customer Service Program for all employees.  This program is typically referred to as the Customer Service Initiative Dallas or CSI Dallas. 

The CSI team is comprised of employees from across the City, with each serving staggered terms, that work with Jill Jordan, ACM for Customer Service. The current Team Lead is Jill Beam from Park & Recreation. To assist CSI Dallas, three work groups (aka Tactical Teams) assist with the development and implementation of individual customer service program elements. The goal of CSI Dallas and the Tactical Teams is to improve city services by instilling Quality Customer Service as a fundamental behavior exhibited by all employees in the delivery of city services.

Vision Statement

The City of Dallas is committed to quality customer service. We value and respect our customers. The City of Dallas will be a high-performing, quality customer service organization.

Employee Customer Service Pledge

I promise to provide my best service to every customer, every time.

I promise to deliver a positive service experience for those visiting, living, or working in the City of Dallas.

I promise to perform my responsibilities professionally, honestly, and ethically.

I promise to actively listen to our customers and treat everyone with dignity and respect.

I promise to work together as a team to seek innovative solutions within and across departments to serve our citizens.

Contact Information

For more information on CSI-Dallas, Tactical Teams or to ask questions please email scs@dallascityhall.com.

For press information, please contact the Public Information Office, Frank Librio at (214) 670-3322.