Strategic Management

STRIVING FOR PERFORMANCE EXCELLENCE

The purpose of this guide is to outline the strategy being employed for delivering customer service excellence here in the City of Dover. The framework described in this document is the basis for continuous evaluation and ongoing improvement of all services delivered by our municipal organization to our customers - the residents, businesses, visitors and fellow employees of the City of Dover and the many other constituent groups that require and/or demand the delivery of our varied municipal services.

The strategic management framework for delivering customer service excellence has three important roles in strengthening the public's overall respect and confidence in our ability to deliver efficient, effective and timely municipal services.

These three roles are:

• to help improve performance practices, capabilities and results 
• to facilitate the communication and sharing of information, resources and leading practices 
• to serve as a model for understanding and managing performance, planning, and learning throughout the municipal organization.