Mayor John Hickenlooper today announced the appointment of David T. Roberts as Chief Services Officer for the City and County of Denver.
“David is a recognized leader in customer relationship management and we are fortunate to have him join our City team. His strong track record in the business of customer service will help us expand upon our efforts to continually exceed our citizens’ expectations,” Hickenlooper said. “To our knowledge, only one other City in the country has a Chief Services Officer, but it is a crucial responsibility of cities to deliver the highest levels of service that their people need and desire.”
Roberts will join the City Tuesday, March 31. As Chief Services Officer, he will be responsible for providing citywide leadership, setting an operating framework and defining the strategy and vision to enhance citizen satisfaction with City-provided services. In this capacity, Roberts will work to improve the efficiency of service delivery and standardize City interactions and communications across multiple information delivery channels. In addition to taking on many of the responsibilities of former Senior Advisor Katherine Archuletta and Chief Operating Officer Chris Henderson, who recently left the City, Roberts will also ensure the City is doing the important job of understanding and fulfilling the priorities of its customers – the people of Denver.
“I am thrilled to join Mayor Hickenlooper’s talented administration,” Roberts said. “This is an exciting and challenging time in public service, and I look forward to working with the City team to make a difference for residents and businesses in Denver.”
Roberts brings more than 16 years of experience in customer relationship management, much of it serving public sector clients including numerous federal agencies. He comes to the City from Accenture (formerly Andersen Consulting), a global consulting, technology and outsourcing business with more than 180,000 employees in 52 countries.
He served most recently as Managing Director in Accenture’s Public Service Management Consulting practice where he led an international team in developing customer strategy and improving customer service and benefits management for federal, state, local and international government clients. In that capacity, he consulted to New York City to improve customer service delivery through 3-1-1 contact center operations, web-based customer self-service, performance reporting and cultural funds management.
Roberts also oversaw Accenture’s annual Public Service Leadership in Customer Service research project, which tracks trends and monitors progress in citizen service and seeks to help government agencies prioritize customer investment.
Other clients Roberts has served during his career include Sikorsky Aircraft, M&M Mars, Siemens Electronics, Sun Microsystems, Cisco Systems, the Department for Work and Pensions (U.K.), and the U.S. Postal Service. Roberts has national and international work experience and has lived in the United States; Sao Paulo, Brazil; and Newcastle, England.
Locally, Roberts was the Executive Sponsor for Accenture’s partnership with the Denver Art Museum. A fourth generation Denver native, Roberts earned a Bachelor of Arts degree from Dartmouth College.
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