Bare Administration
City Residents’ Bill of Rights
When doing business with the City of Pensacola, residents are entitled to prompt, efficient and easily accessible services – from all departments and enterprises. Residents who contact any office or employee of the City of Pensacola can expect excellence.
The Pensacola Residents’ Bill of Rights is guided by four standards.
1. Easy and understandable – City products and services should be easy to locate and access.
· The City of Pensacola must reach out to its residents to inform them about City products and services via the Internet, public forums (at least quarterly) and news releases.
· A resident must be able to locate any City service and initiate a request with a single phone call, a visit to www.yourpensacola.com, a trip to a city office, or a letter.
· When a resident’s request involves multiple City offices or departments, the City of Pensacola will monitor and manage measurable turnaround.
· A resident must receive clear and accurate information.
· A resident must be treated with courtesy and respect.
2. Responsive – ALL city employees must be helpful, connecting residents with others who can help if they cannot.
· The City of Pensacola must provide service hours and locations that are convenient to residents. This includes the availability of limited service hours after 5 pm.
· The City of Pensacola must provide estimates of how long and, if applicable, how much it will cost to fulfill a resident’s request.
· The City of Pensacola must both keep the resident informed of progress and readily answer questions about the status of pending requests.
3. Fair – There must be NO economic, social or cultural barriers to accessing City products and services.
· The City of Pensacola must collaborate with its residents to ensure City services are designed and managed to meet the needs of residents.
· The City of Pensacola must minimize the charges to residents for public records requests.
· The City of Pensacola must provide interpretation services when necessary to fulfill a resident’s request.
4. Results-oriented – Residents will receive measurable results with the ability to track the status of requests.
· The City of Pensacola must, in a timely manner, notify the resident upon completion of the request.
· The City of Pensacola must conduct and publish a semi-annual report card on overall performance in addressing or resolving residents’ requests.
