Miami-Beach-Raises-the-Bar-on-Customer-Service
City of Miami Beach, 1700 Convention Center Drive, Miami Beach, FL 33139, www.miamibeachfl.gov
OFFICE OF MARKETING & COMMUNICATIONS, Tel: 305.673.7575 PRESS RELEASE
Tonya Daniels, E-mail: tonyadaniels@miamibeachfl.gov
Melissa Berthier, E-mail: melissaberthier@miamibeachfl.gov
FOR IMMEDIATE RELEASE
September 24, 2019
Miami Beach Raises the Bar on Customer Service
— With Launch of E-Bill Opt-In, Live Wait Time Information, Online Appointment Scheduling
and More —
Miami Beach, FL – A one-stop shop for a myriad of citywide customer-service related services,
the Miami Beach Customer Service Center caters to residents, business and visitors alike on
items to check off their to-do list. Processing approximately 37,000 face-to-face customer
transactions and 492,000 phone calls annually, the city’s division recently advanced its services
with technological upgrades and updated processes.
“A city’s function is serving its people,” shared City Manager Jimmy L. Morales. “That’s why
providing excellent customer service is one of our top priorities. I’m excited to be able to offer
our residents just that with the launch of our new customer service enhancements.”
Individuals are now able to quickly see average wait times in real-time either in the lobby or
online. The mobile-friendly wait time dashboard found on the new department homepage is
categorized by services – making it easier to view wait times when you’re on the go. For the first
time, customers are now also able to schedule online appointments on the site.
To facilitate a faster turnaround for simple transactions, the city has also launched a dedicated
express lane at the center. The express lane is designed for individuals with transactions that
take a few minutes to complete, including applying for garage sale and real estate sign permits
as well as proving residency for discounted resident parking.
“The updates to our Customer Service Center will better provide the resources and tools
customers need to have their needs met and questions answered,” noted Chief Financial Officer
John Woodruff. “From business tax receipts to resort tax, our improved services will ensure a
more quality customer experience.”
Accommodating a majority of customer requests, utility bills will now be able to include billing
information for up to 25 different meters as opposed to the previous two as well as provide
additional details such as meter type, size and overall 12-month usage chart. In addition,
customers will have the ability to opt-in for electronic bills via e-mail instead of receiving paper
bills through the mail.
In the near future, an automated meter reading system will be implemented for utility billing --
allowing customers to set usage thresholds and monitor leaks or unexpectedly high usage via e-
mail and text notification. In winter 2020, the city will also begin handling applications and
renewal for county bus passes on any weekday. The new service is estimated to yield 1,200
transactions annually.
The Customer Service Center is open Monday through Friday from 8:30 a.m. to 6 p.m. and
located at 1755 Meridian Avenue on the First Floor. For more information, call 305.673.7420.
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