Assessing Ethical Standards

City of Melrose Customer Service Policy
City seal

           The importance of quality customer service in local government can’t be overstated. Because any citizen only periodically comes into contact with government employees, those few experiences greatly influence that citizen’s perception of the quality of all local government services. Customer Service is everyone’s responsibility, not just those who staff the front information desks. Every time we interact with an individual, answer the telephone, send an email, write a letter, or attend a meeting, we are making an impression on our customers – whether they are citizens, visitors, people working in Melrose, people working with our staff on a project, or even City employees. These customer service standards were created for employees to follow to ensure that the quality of service to all of our customers meets or exceeds their expectations. All new employees will be introduced to these standards as part of their orientation program.

  • We are a dedicated organization committed to enhancing the quality of life in Melrose by providing premium services in response to the needs of everyone who lives, works and visits our City.
  • Customer Service is the reason for our existence as a city government. Our customers have the right to respect, safety, appropriate assistance, honesty, and competency regardless of age, ancestry, color, creed, disability, marital status, national origin, presence of children, race, gender, or sexual orientation.

For the complete "Customer Service Policy" and the Melrose Employee Manual, please visit the Melrose Human Resources webpage at www.cityofmelrose.org/human-resources