Customer Service Framework

Approach

The City of Madison Building Inspection Division serves a wide and diverse customer base. This includes homeowners, tenants, contractors, future residents, business owners, and other City departments. 

We recognize that our work affects not only today’s stakeholders, but generations to come.

Our approach is rooted in our division’s dual mission:

1. To educate first and enforce when necessary, and
2. To provide the highest quality service for the common good of Madison’s residents and visitors.

Alongside this, we embrace the broader City of Madison Values:

• Equity
• Civic Engagement
• Well-being
• Shared Prosperity
• Stewardship.

Attitude

Our attitude reflects how we think about our customers and our role in public safety and wellbeing. We aim for each interaction, whether it’s a code consultation, an inspection, or an enforcement notice, to reflect our commitment to:

• Consistency and fairness in application of codes and standards
• Transparency and objectivity
• Respectful and logical communication
• Empowering people with the knowledge to solve problems
• Timeliness balanced with accuracy
• Professionalism — even in conflict or disagreement
• Compassion within our regulatory role
• Helping customers feel heard, valued, and educated
• Being trustworthy and reliable partners in the construction and safety process
• Clarity in expectations and decisions
• Working toward a shared goal: safe, quality community for all

We understand that sometimes our presence represents unwelcome news. Our tone, care, and clarity can help customers say: “I may not love this process, but I understand it, and I trust it.”

Respectful service is a two-way commitment. We approach every interaction with empathy and professionalism. We will set clear boundaries when customer behavior compromises staff safety or well-being. 

Actions

Our actions are the behaviors that put our approach and attitude into practice. To deliver high-quality, people-centered service, we commit to the following:

Clear and respectful communication

• Explain the “how and why” of code requirements in plain language
• Tailor communication to different audiences (e.g., homeowners vs. developers vs. industry workers)
• Set clear expectations upfront, including what we can and cannot do
• Keep written records of customer interactions when possible. Follow up in writing when appropriate
• Respond in a timely manner. Phone calls and emails receive an acknowledgement within 2-business days.
• Use transparency to build trust — share rationales behind decisions

Customer support and conflict management

• Practice active listening and conflict de-escalation
• Show empathy and professionalism, even under stress
• Offer alternatives when possible, and consult other Building Inspection staff when needed
• If things escalate, step back and follow up later or with support

Education and empowerment

• Take the time to explain codes and processes
• Ask customers if they received what they needed (information, support, etc.)
• Encourage questions and support learning — help people understand the process
• Help customers see how compliance benefits the wider community of Madison
• Let customers know they have appeal rights beyond our determinations. These can be to supervisors, court, or other mechanisms.

Internal consistency and collaboration

• Communicate as a team to ensure consistency across inspectors
• Collaborate with other City departments and divisions to deliver seamless service
• Share internal updates and hold regular meetings to align on process

Continuous improvement

• Review and update internal procedures for clarity and accessibility on a regular basis
• Identify barriers customers face and adapt accordingly
• Be honest/transparent about staffing constraints while still working to meet expectations
• Welcome feedback as a tool for growth

Accountability

We measure success not just by outcomes, but by how we serve and educate along the way. Key indicators that we are meeting our goals include:

Customer Feedback

• Thanks, appreciation, or acknowledgment of a job well done and the services we provide
• Evidence that customers understand the process and next steps

Efficiency & Effectiveness

• Fewer touchpoints needed for each customer interaction
• Closed enforcement cases and resolved issues
• Timely completion of inspections, permits, and reviews
• Internal consistency and reduced confusion

Growth & Prevention

• Fewer repeat mistakes by customers — showing that our education efforts are working
• Fewer safety issues and no preventable incidents due to inspection oversight

Data & Metrics

• Track timelines and service volume
• Review cases or complaints for trends
• Gather structured customer feedback when possible

We hold ourselves accountable to the principle that regulation and service are not opposites. They are partners in creating a safe, inclusive, and thriving Madison. We use every interaction as a chance to deliver clarity, build trust, and advance the well-being of all who live, work, or visit our city.