We are working to improve how community members experience city services

The city has launched a multi-year Customer Experience Transformation to make it easier for community members to access city services—whether online, by phone, or in person.

  1. Plan

  2. Community Engagement

  3. Design

  4. Implement

    Initial Launch: Western City Campus

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Current Phase
Plan

Project Overview

The Customer Experience Transformation work will create simpler, more accessible, and more equitable experiences by examining and redesigning how city services are delivered around community needs.

Key initiatives include:

  • Streamlining city processes and simplifying how services are accessed
  • Creating a new, centralized customer service center at the city’s new Western City Campus (anticipated opening: late 2027)
  • Upgrading our technology and introducing modern digital tools to expand and improve services

Help Shape City Services

We are actively engaging with community members and organizations throughout Boulder to understand real experiences and priorities. This includes collaborating with a team of Project Community Connectors, interviews, feedback sessions and service testing with community members, businesses, and community partners.

This ongoing engagement helps ensure our work reflects community needs and supports more accessible and equitable city services.

Information about opportunities to get involved will be shared here as they become available.