About the Division of Customer Service

The Division of Customer Service

In July 2015, the Milwaukee Board of School Directors approved the creation of a new Division of Customer Service.

Mission

The Division of Customer Service facilitates continuous improvement efforts throughout the district and provides MPS employees with the information, tools and training to create an organizational culture of exceptional customer service.

Vision

The Division of Customer Service exists to create and maintain a culture where every interaction is a positive, customer-focused experience and where relationships are cultivated with students, families, staff and the community.

Background

In February 2013, the Milwaukee Board of School Directors took action to create a culture of exceptional customer service for all MPS customers via a Customer Service Bureau (read the entire Board item). The Board’s action called for the MPS Office of the Superintendent, the MPS Office of Board Governance and the MPS Office of Accountability and Efficiency to work together to establish a framework for this initiative.

Representatives of the Office of the Superintendent, the Office of Board Governance and the Office of Accountability and Efficiency formed a Customer Service Team. Their work involved reviewing customer-service models in school districts across the nation, including the districts in Nashville, TN; Austin, TX and Jackson, MS, as well as a review of the research and documentation by the National School Public Relations Association and the Council of Great City Schools.

The team worked to develop a set of Customer Service Standards for MPS in each of three areas that the team felt were essential to not only meeting, but exceeding the expectations of all who we serve – internally and externally.

The Customer Service Team passed the baton to the Customer Service Bureau, which is comprised of representatives from each major office of Milwaukee Public Schools. This encourages shared responsibility.

The mission of the Customer Service Bureau is to generate ideas and offer assistance to the Division as requested.