The Process and Service Improvement Division (PSID) leads the city’s efforts to improve quality, efficiency, and performance across all services and programs. Our mission is to enhance operational efficiencies across departments by implementing data-driven strategies and fostering a culture of continuous improvement.

The PSID works with city staff to find better ways to deliver services, encourage open communication, and help develop innovative solutions to improve how the city serves the community.

The PSID also organizes the city's B.R.I.D.G.E Academy, a professional development opportunity designed to equip city employees with valuable skills in process improvement, data-driven decision-making, and leadership.

Citizen Service Desk - Ombudsman Services

The Citizen Services Desk/Ombudsman helps residents with concerns or complaints about city services, as well as requests for information or assistance. Additionally, the office acts as an information and referral service to other government and non-profit agencies. 

As a direct point of contact for the community, the Citizen Service Desk helps the city identify areas where services are working well and where improvements are needed.

Need Help with a City Service?

The Citizen Services Desk is your one-stop resource for city-related questions, service requests, and reporting issues. We're here to help!

Contact Us:
📞 Phone: (843) 724-7311
✉️ Email: citizenservices@charleston-sc.gov
🕒 Hours: Monday – Friday, 8:30 a.m. to 5:00 p.m.

Available Online 24/7:
Submit requests, ask questions, or find helpful information through the Citizen Support Center. Simply create an account using your email and a password to submit requests and track their status.