NUSD wins prestigious ‘Golden Bell Award’ for Constituent and Customer Services program

--- Published on December 14th 2015 ---
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The California School Boards Association has awarded Natomas Unified’s Constituent and Customer Services (CCS) program a prestigious Golden Bell as one of the state’s most outstanding examples of school district innovation.

NUSD captured a top prize in the category of parent and community involvement for its CCS program, which is designed to advocate for the public, ensure that every voice counts, and generate data for improving District efficiency.  CCS sprang from a request by Trustees, more than three years ago, to create such a public service program and to keep the Board apprised of contacts received.

“We’re very proud of this Golden Bell award because it recognizes our commitment to all our customers – parents, students, staff and community stakeholders,” Superintendent Chris Evans said. “CCS is a one-stop shop for anybody with a suggestion, comment, or a concern that isn’t handled at the site level. Everybody deserves to be heard.”

Calls or emails to CCS have touched upon nearly every aspect of Natomas Unified operations, from student interactions to disciplinary measures, busing, cafeteria lunches, summer school, facilities, school readiness programs, public records – one person simply wanted to know the time of a goodbye reception for a retiring principal.

Usage has grown steadily since CCS was launched in January 2013. During the last school year, for example, 1,086 calls or emails were received, an increase of 373 contacts, or 53 percent, over the prior year. The program is staffed from the Superintendent’s Office by Heidi Lattuada.

CCS contacts, follow-up and resolution are documented in a District database which, over time, helps district leaders to pinpoint matters of public concern, identify changes needed, and track whether changes have been effective.

The goal of CCS is continuous improvement of District operations. Data shows that the approach is paying dividends – for example, NUSD made investments in Special Education services, in mitigating traffic concerns, and in creating a new Department of Student Services and Safety after CCS contacts in 2013 confirmed a need. Subsequently, CCS contacts dropped in all three areas.

CSBA awarded the Golden Bell at its annual statewide conference Dec. 5. It characterizes its annual awards program, now in its 36th year, as a spotlight for “best practices in education in all areas of operations, instruction and support services.”

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