Despite a half century of rhetoric dissing government, a government office is designed to provide constituent service geared toward helping people live a longer and healthier life. From foster care to health care to green spaces and to ensuring marriages are conducted legally, government offices at heart are trying to ensure a safe and vibrant economy. It is easy to denigrate and tear things down — how long does it take to implode a casino? But it takes a lot longer to build something up.
Service First
Our office prides itself in providing excellent customer service and my employees get constant praise for their smiles and helpful attitudes. Taking nothing from the front line employees, to ensure this happens takes leadership that values accuracy and helpfulness over speed; customer service that focuses on the customer; and employees that know management has their backs. Motivated employees are essential for excellent customer service even at the end of a very long day.
Full Schedule Full Time
Running a department with over 50 employees that is open 8 a.m. to midnight 365 days per year, even holidays and weekends, means that employees have to come first with management for customers to come first with employees. I try to show appreciation with little things like a hand-written birthday card for every employee and with large things like understanding when an emergency happens and an employee needs support. Ultimately, we still have to run the office according to state law, but I am proud of the management team I’ve put together so that we are all working together to provide the best service to our customer — you.
How We Focus on Constituent Services
- Marriage License Bureau open 365 days a year, 8 a.m.to midnight including all holidays
- Created 24/7 online wedding license application
- Added evening & weekend passport application acceptance walk-up hours at the Marriage License Bureau
- Created full-time passport application office in the Government Center 1st floor (appointments required)
- Created convenient online scheduling for passports and civil marriages
- Added Pop-Up Marriage License Office at Harry Reid International Airport for Valentine’s Day couples
- Added or expanded branch offices in Mesquite, Henderson, and Laughlin
- Mandated in-person training for Marriage Officiants to ensure they know the laws as well as their rights and responsibilities
- Live, not AI, customer service phone support