The Westminster City Council held a special meeting on April 28, 2025, focusing on enhancing customer service and streamlining city processes. A significant discussion centered on the implementation of a comprehensive customer service training program aimed at all public-facing employees. The training is scheduled to begin in October, with the goal of improving the initial customer experience at City Hall. Council members emphasized the importance of accountability, noting that repeated failures in service could lead to disciplinary actions.

Additionally, the council reviewed various objectives related to the planning and building division. Several items were identified as redundant and subsequently removed from the agenda, including evaluations of forms and online processes that had already been addressed in previous discussions. The council agreed to streamline their objectives to avoid overlap and ensure clarity in their strategic planning.

The meeting also touched on ongoing efforts to modernize technology and improve online customer experiences. A new webmaster has been hired to enhance the city’s website and app, focusing on user accessibility and navigation. The council expressed satisfaction with the progress made in these areas and agreed to remove outdated objectives from their agenda.

Overall, the meeting underscored the council's commitment to improving customer service and operational efficiency within the city, with a clear focus on accountability and modernization. The next steps will involve the rollout of the customer service training and continued evaluation of city processes to better serve the community.