Town of Castle Rock Fleet Excels in Customer Service

Through use of its fleet software program, fleet advisory committee, and support of qualified staff members, the Town of Castle Rock, Colo., has maintained a 95-percent customer satisfaction rating.

January 2011, Government Fleet - Feature

by Staff

The Town of Castle Rock, Colo., provides everything from base preventive maintenance to complex repairs, new installs, parts, and more.

The Town of Castle Rock, Colo., Fleet Services Division is a model in fleet management and operations. As a full-service municipality, the Town provides its 46,000 residents with general government services including community relations, facilities and risk management, finance, human resources, GIS-mapping, innovation & technology, and municipal court. Castle Rock's attorney, clerk, and manager offices also provide general government services.

The Town's Fleet Services Division is responsible for keeping it all running, or "Keeping Castle Rock on the move," as Fleet Superintendent Todd Richardson describes it. With a staff of six, including Richardson, the Fleet Services Division provides a one-stop facility for vehicle and equipment maintenance, repair, and asset management of the 337 owned or leased vehicles.

"We provide it all," Richardson said. "Vehicle maintenance -- everything from base preventive maintenance to complex repairs, new installs, parts, vehicle specifications, vehicle replacement and disposal, purchasing, billing, titles, and registrations." 

Customer Service Key to Fleet's Success

Customer service is one of the highest priorities for the Castle Rock Fleet Services Division and one reason for its success. "We base customer satisfaction on feedback received on a service and repair survey. The survey is placed in each unit after any repair or preventive maintenance is completed," Richardson said.

The survey consists of four questions on a graded scale of one to 10, based on overall performance and customer satisfaction. The goal is a 90-percent customer satisfaction rate.

"We maintained a 95-percent or greater rating over the past 12 months," noted Richardson.

Another customer service tool is the Fleet Advisory Committee. The committee includes one representative from each town department and meets quarterly. The committee has two purposes: provide performance feedback to the Fleet Services division and help make policy decisions concerning the Town's fleet. 

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