As the City of Chesapeake marks the 20th anniversary of its Customer Contact Center, the department reflects on two decades of service. Established on July 19, 2005, the center was envisioned by former City Manager Dr. Clarence V. Cuffee and supported by City Council. Former Deputy City Manager Dr. Wanda Barnard-Bailey, then Neighborhood Services Director Patrick Hughes, and the first Call Center Manager Katherine Swing-Wittmeyer played key roles in its inception.
The center aimed to streamline non-emergency service requests and improve responsiveness to residents’ needs. Phyllis Edwards, who has managed the center for eight years and been with the city for 24 years, stated, “The objective was to simplify and increase response to non-emergency service requests, and I believe that goal has been met.”
Initially operating with eight call takers in a small trailer, the center now functions from a modern facility within the Public Safety Operations Center. While still staffed by eight call takers, its services have tripled in scope. Residents can request services via phone at 757-382-CITY (2489), online portal, email, or mobile app.
Handling an average of 500 calls daily, the center addresses various issues from trash collection to zoning inquiries. Occasionally unusual calls are received, showcasing adaptability and humor within the team.
Rachel Przybyl, Customer Contact Center Supervisor for 17 years, emphasized their commitment: “We care about our citizens,” she said. “We respect them, and our team constantly strives to assist them with a one call resolution.”
The team also engages in community outreach programs beyond their regular duties. Edwards expressed pride in their dedication: “What I’m most proud of is our team’s genuine commitment to customer satisfaction.”
Operating Monday through Friday from 8:00 a.m. to 5:00 p.m., excluding holidays—and around-the-clock during emergencies—the center aims to meet public needs during crises.
“Our team doesn’t set policy but acts as advocates for those we serve,” Edwards noted.
As it celebrates this milestone, the center thanks Chesapeake residents for their trust and renews its commitment to excellence. Edwards remarked on her role’s impact: “This role allows me to work with some of the City’s most caring people and make a meaningful impact every day.”
Przybyl highlighted her appreciation for teaching new members while continuing her own learning journey: “One of the things I value most in my role is that I’m able to teach new team members… At the same time, I’m also still learning from my team.”
Residents are invited to participate in a trivia contest celebrating this anniversary for a chance to win a gift basket.
“We encourage you to continue engaging with the Customer Contact Center,” Edwards concluded. “We are your first connection to the City.”
