The City of Palm Coast has enhanced its customer service portal, Palm Coast Connect, by introducing new features designed to deliver a more streamlined and efficient user experience. The system, utilized by nearly 32,000 residents, aims to improve creating and managing cases.
New features that have been added to Palm Coast Connect now include a status bar, which allows residents to view the status of their case from inception to completion, and a comments section where agents and customers can view notes during the duration of the service period for their tickets. These new improvements will also include a long sought-after feature for many residents – an estimated completion time for all customer service requests that will be visible to customers upon creating a case. Once cases are resolved, residents will be encouraged to complete a survey about their experience and satisfaction with the outcome. If a customer feels that the issue was not resolved, the customer service team may complete an option to reopen the case.
“We have been listening to our residents, and fortunately, we were able to work closely with our IT team to develop and roll out these new features on Palm Coast Connect – many of which have been heavily requested by members of our community over the years,” said Palm Coast Customer Service Manager Cynthia Schweers. “We hope that we can build on these features and continue to optimize the customer service experience for all of our residents.”
While the City of Palm Coast also offers customer service via telephone, the unique features of Palm Coast Connect now allow customer service representatives to connect customers to assistance up to 30% faster by allowing for a seamless dispatch process for everything from residential assistance like waste collection and pep tank maintenance to broader issues like traffic signals, animal control, and code enforcement.
Last year, the customer service department handled over 41,000 customer service cases, and with these new features now implemented, they hope they can provide a more efficient service in 2025. To learn more about Palm Coast Connect, or to sign up now, visit palmcoast.gov/connect.
Gail McCubbins says
I don’t particularly like the new website. I cannot figure out how to view my utility bill, not just amount owed. Have sent an email requesting how to do so but no rest
celia pugliese says
You got to be kidding me. The PC Connect portal for Code Enforcement does not work for me too often. Last time I could not enter my case because I had to select from “the list of given addresses” and when I selected mine still didn’t like it and didn’t let me complete my entry so I had to call my case to have it swiftly resolved by our excellent code enforcement department!! Same in the past if I wanted to register for an event etc. Your PC Connect link is not user friendly was so much better when we had it simple before the PC dis-Connect, never failed me at least. Also that illegal change of our historical city logo with all the expenses changing it all vehicles, city signs and business cards and all stationary and city forms…Who decided and approved that without us the taxpayers paying the expenses involved and approval? Our original logo needs to be brought back as was approved on incorporation in 2000 and with all of us approval. Who unilaterally gave the okay for such a frivolous waste of taxpayers monies? We do not like this new logo and is ridiculous that the image of the city does around in two versions. What give the city administrators the right to do as they please and who approved this idiocy. Bring back our historical logo and stop wasting our hard earned tax dollars. our elected keep patting in the back anything these anti resident administrators “want” against the best residents quality of life and “needs”.