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Posted on: July 26, 2023

City of Lebanon Wins National Award for Service Excellence

ETC Award image

The City of Lebanon is proud to announce that it has received the Leading the Way Award from ETC Institute, a national leader in market research and data analysis for local governments. The award recognizes the City’s outstanding achievement in delivering high-quality services to its residents. 

The Leading the Way Award is based on the results of ETC Institute’s DirectionFinder® Survey, which measures residents’ satisfaction with various aspects of city services, such as quality, customer service, and value for taxes and fees. The award criteria are: 

  • An increase of at least 10% in overall satisfaction with city services in less than five years 
  • A ranking in the top 25% of all U.S. cities in terms of composite performance in quality, customer service, and value 

The City of Lebanon met and exceeded these criteria, achieving a 12% increase in overall satisfaction with city services from 2018 to 2022, and a composite score of 192, placing it in the top 25% of all U.S. cities. 

The City of Lebanon also outperformed the national average for overall satisfaction with city services by 18% during this period, despite the challenges posed by the COVID-19 pandemic. In 2018, about half (51%) of Lebanon’s residents gave positive ratings with the overall quality of city services. By 2022, nearly two-thirds (63%) gave positive ratings. This remarkable improvement reflects the City’s resilience and commitment to serving its residents. 

“I am extremely proud of our city staff for earning this national award from ETC Institute,” said Mayor Jared Carr. “They have shown remarkable resilience and adaptability in delivering high-quality services to our residents. They have also demonstrated a culture of continuous improvement and innovation that sets us apart from other cities. I want to thank them for their outstanding service and dedication to our city.” 

Echoing the mayor’s sentiments, City Administrator Michael Schumacher also expressed his gratitude and appreciation for the city staff and the community. “We are honored and humbled to receive this prestigious award from ETC Institute,” he said. “This award is a testament to the hard work and dedication of our city staff, who strive to provide excellent service to our residents every day. It also reflects the strong support and feedback we receive from our community, which helps us improve and innovate our services.” 

The City of Lebanon will be featured as a winner of the award on ETC Institute’s website and social media pages this fall. ETC Institute will also present the award virtually at a future city council meeting. 

The City of Lebanon thanks ETC Institute for this recognition and congratulates all the other winners of the Leading the Way Award. The City of Lebanon remains committed to serving its residents with excellence and professionalism, and to making Lebanon a great place to live, work, and play. 

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