#8 – Joe Mench on how to create a one-stop customer service center

Posted by: on May 20th, 2022

[Early Interview Series]

Joe Mench was the first member interview I did when I created the Pioneering Change Community. There was a reason for that. The projects we worked on together represent a critical intersection of customer service, work culture and technology. Joe was the key internal partner to work with me on improving customer service work processes, and integrating them with technology to build a lean one stop customer service center.

Today. He jokingly refers to his customer service staff as our front line Google. At the time of this interview, he was director of IT. Today he is Assistant Manager at Muhlenberg Township in Berks county, Pennsylvania. You will hear in this interview, how a person who understands IT and people can bring your local government new life.

About Nancy J. Hess

I help leaders pioneer extraordinary change through high engagement and whole systems approaches that focus on HR and People.