The Community Planning and Development Services Department and Department of Public Works strives to consistently deliver high quality services to our customers. The city is committed to creating an atmosphere of mutual respect and courtesy.
City of Rockville customers have the right to expect services that are:
Clear, Accurate and Fair
Accountable, Responsive and Collaborative
Predictable, Consistent and Timely
Customers have the right to:
Receive prompt, courteous service from a staff member
Receive the name and contact information of the staff member providing assistance
Obtain a summary of all required processes and fees for your project
A solution-oriented approach to code requirements, plans, and projects
Obtain a second opinion from any staff member’s supervisor and if necessary, the Director to resolve any concerns
Provide feedback to express appreciation, concerns, or suggestions
Receive a response by the next business day when leaving a phone message or contacting a staff member via e-mail
Need a Second Opinion?
For a second opinion from a supervisor or the director as described in the Customer Bill of Rights, complete our second opinion form and we will be in touch within 24 hours.
For staff to provide the highest level of service, customers must be accountable and responsible for:
Complete and accurate submittals and all related information for the project
Notifying staff of any changes to plans or projects in a timely manner
Asking questions of staff when code requirements or communications are unclear
Maintaining a collaborative, courteous and respectful environment
