🌟 Govt. Customer Spotlight: Meet Kelly Ohaver - Customer Experience Manager for Centennial, CO 🌟

Kelly Ohaver, Customer Experience Manager, City of Centennial, CO
Reach out to Kelly with any questions in the comments below! kelly_ohaver
Tell us about your role:
As the Customer Experience Manager for Centennial, Colorado since 2012, Kelly is believed to be one of the first customer experience professionals in local government. In this role, Kelly also runs the citizens academy, Centennial 101, and manages the 600+ page website. Across all city projects and programs, Kelly continually leverages her background in customer experience to keep the focus on the needs of the users.

Tell us about a customer experience project you run on Qualtrics that is particularly impactful:
Initially, the City had a siloed approach to customer feedback, directors had autonomy over individual surveys, no one knew how many surveys existing, what the cadence was, or even where overlaps existed. In 2013, I streamlined the customer satisfaction surveys from numerous independent department tools into one organization-wide survey that can be used to track overall trends as well as department trends. Upon completion, satisfaction results have been an integral measure of perception for many departments participating in the City’s Performance Metric Program.
Also, the City’s Customer Satisfaction survey program has gone on to become an iterative approach to reviewing citizen feedback and ensuring Centennial’s efforts remain focused on key drivers of behavior: issue resolution, timeliness, clarity and accessibility of information, courtesy, professionalism and ease and usefulness of online tools. Citizen perceptions of each of these behaviors help determine the perceived quality of service provided by the City and ultimately satisfaction with those services. The ultimate goal is to utilize data collected to identify trends and specific actionable steps the City can take to improve service. As part of our survey program, we strive to be open and transparent about why we conduct surveys and what we do with the feedback. In addition, we share a few specific examples of what we have done with survey data. Anyone can visit centennialco.gov/survey to take our customer survey or just learn about how we use surveys at the City of Centennial.

What would you like to learn from others in the community?
How do other State and Local governments use surveys? What are your successes? What are your challenges? How can we work together to improve customer experience in all government agencies?

If time and money were endless, what would be your dream experience (e.g., vacation, concert, opportunity, education, etc.)?
If time and money were endless, I would enjoy a month-long vacation each year. I think it would be wonderful to visit a different country each year, immerse myself in the culture, visit historical sites, enjoy local cuisine, and relax.

Do you have any additional or fun information you'd like to share as it relates to your experience with Qualtrics?
I appreciate the networking and learning opportunities provided by Qualtrics.

*This is the first installment of our Qualtrics Customer Spotlight Series, where government users have their Qualtrics programs highlighted to share best practices across the industry. Interested in having your program highlighted? Contact Matt D'Onofrio (matthewd@qualtrics.com) to be included.*