The We Care interaction model is grounded in a simple yet intuitive operational framework that illustrates the most common case processing situations and outcomes that arise within customer interactions. Inspired by the example of private sector customer service leaders like Apple, Ritz Carlton, and Zappos, Santa Cruz County strove to apply these best practices to a public sector setting. In person, by phone, via kiosk or online, every customer interaction is backed by a commitment to exceptional service. Panel participants had the opportunity to discuss and experience the We Care model with key implementation managers who were part of the development of the We Care initiative.

Innovation in Service: Santa Cruz County’s We Care Customer Model

• Santa Cruz We Care - Staff Guide
• Santa Cruz We Care - Desk Reference

• Emily Balli, Division Director, Santa Cruz Santa Cruz Human Services Department
• Andrew Stewart, Staff Development Program Manager, Santa Cruz Human Services Department