Customer Standards

The City of Duluth employees are dedicated to providing quality customer service to all members of our community. We are committed to:

  • A Safe and Secure Community
  • A Dynamic and Efficient Organization
  • A Clean Environment
  • Innovative Regional Leadership
  • Proactive Approaches

We intend to provide the highest quality service to all City residents and to all who interact with municipal government. City employees strive to achieve total customer understanding and satisfaction. We share the fundamental belief that the quality of our performance as an organization is directly related to how well we inspire and support each other as colleagues and team members. We are consequently committed to being role models to create a quality work environment which:

  • Values Accountability
  • Rewards individual performance and organization productivity
  • Fosters teamwork
  • Maximizes the development of personal performance
  • Stimulates empowerment and openness
  • Encourages quality and excellence

You, the citizen, are our most important customer. Our goal is to provide you with the best possible governmental service. To ensure our commitment to excellence in customer service, we will:

  • Respond to all inquiries, requests for service, or complaints in a prompt, courteous, compassionate and professional manner
  • Treat each citizen/customer with respect, dignity and courtesy and keep waiting time to a minimum
  • Provide citizens with accurate and clearly defined information or procedures, or rapidly and effectively direct them to the proper authority;
  • Treat each individual and his/her needs, equally
  • Make it our duty to continually improve our employees’ professional ability to maintain the highest level of citizen/customer satisfaction available.
City of Duluth Code of Ethics