CSD CARES: Defining Service. Measuring Experience. Driving Improvement

The Palm Beach County Community Services Department (CSD) has launched CSD CARES, a department-wide customer experience initiative built around one simple question: How do the people we serve experience our programs and services?

Every day, CSD employees make a meaningful difference in the lives of individuals and families across Palm Beach County. While the services we provide are important, how we deliver those services matters just as much.

The CSD CARES Customer Service Model provides a consistent roadmap for creating positive customer experiences-from the initial request through follow-up and continuous improvement:

• C - Client Request: Listen and understand the customer's needs.

• S - Serve Customers: Lead with dignity, courtesy, professionalism, and compassion.

• D - Diligently Work: Take ownership and work proactively, accurately, and efficiently.

• C - Clarify: Ask questions and ensure customers understand processes, timelines, and available resources.

• A - Act: Respond promptly and take meaningful action.

• R - Respond: Keep customers informed through clear, respectful communication.

• E - Evaluate: Listen to feedback and identify opportunities to improve.

• S - Strive: Continuously improve, exceed expectations, and build trust.

CSD CARES is more than a customer service philosophy ; it is a commitment to measuring our performance, listening to feedback, and learning from the people we serve.

Through the CSD CARES Customer Experience Survey , residents can share feedback about their experience with CSD, including satisfaction, staff professionalism and knowledge, timeliness, and overall service.

That feedback is tracked and mapped through a data dashboard, helping CSD identify what is working, recognize opportunities for improvement, monitor trends, and strengthen accountability. In this way, customer feedback becomes more than information ; it becomes a tool for meaningful, data-informed improvement.

If you have received services from the Palm Beach County Community Services Department, we want to hear about your experience . Scan the QR code to take the brief CSD CARES Customer Experience Survey. Every response gives us an opportunity to listen and learn and every lesson helps us become better at serving our community.

"Excellence begins with listening. CSD CARES gives the people we serve a voice in how we improve the services we provide. " Keith Clinkscale, Deputy Director, Palm Beach County Community Services Department .