The City Hall Improvement Project is part of organizational changes to align City Manager Monica Dupee’s vision with City Council’s strategic priorities. When City Hall reopens, residents will have access to a fully centralized customer service experience where all encounters with the City can happen in one space. Read "City Hall Project: Connected Buildings Start of New Centralized Services" to learn more.

Temporary Locations

City departments and divisions that previously held offices inside City Hall have been temporarily relocated to the following locations: 

310 W. Main St.

• City Manager’s Office (City Manager, Assistant City Manager, Chief of Staff)
• Community Affairs Division
• Customer Service
• Diversity, Equity, Inclusion and Belonging Division
• Economic Development Division
• Human Resources Department
• Westerville City Council Clerk

64 E. Walnut St.

• Finance Department

Public Meetings 

The majority of the City's public meetings, including City Council, and most Boards and Commissions meetings, will be held in Mayor’s Court at the Justice Center (229 Huber Village Blvd.) throughout the duration of the project. The Visit Westerville Board and the Parks and Recreation Advisory Board will continue meeting at Java Central (20 S. State St.) and the Westerville Community Center (350 N. Cleveland Ave.), respectively.

Meetings are also streamed live at Westerville.TV.

Live Chat

On Wednesday, Dec. 31, the City launched the new live chat feature, which enables community members to engage in real-time conversations with knowledgeable City staff members during regular business hours on www.Westerville.org. The addition marks a significant step in enhancing customer service experiences for all residents, visitors and businesses through the City’s Centralized Customer Service initiative. 

A dedicated team of friendly, knowledgeable staff members will be available Monday through Friday, 8 a.m. - 5 p.m. to provide personalized, immediate support and answer a wide array of questions ranging from permits requirements to event logistics. 

Innovative Approach to Customer Service

The technology and approach is truly cutting edge, as Westerville is currently the only central Ohio municipality that offers a chat service that connects community members to live customer service team members, rather than automated responders. Additionally, there are currently only five cities in the state of Ohio that provide virtual chat; all of which use bots to manage responses, and only one other city in the state provides live chat, for a population size three times larger than Westerville's. 

Key benefits are as follows:

• Real-Time Assistance: Get immediate answers and support without waiting on hold or for a reply via email.

• Direct Staff Connection: Connect directly with real City employees who are experts in their respective departments and can quickly seek options from support staff, when needed.

• Enhanced Accessibility: A simple, intuitive way to access City services and information right from your computer or mobile device.

• Increased Efficiency and Convenience: Helps streamline communication, saving time for both residents and City staff. This approach also enables community members to multitask or reference other information while chatting with City representatives.

To use live chat, look for the chat icon in the lower right corner of www.Westerville.org during regular business hours (pictured left). 

When users select the button during business hours, a window will open, which will have a required "Name" and an optional "Email" field for users to input their personal information before beginning the chat session.

When users select the "Start Chatting" button, a message will be sent tho the Centralized Customer Service team member who will answer the chat. Messages are easily sent by the chatter by hitting the "Enter" button on their keyboard or clicking on the "paper airplane" icon, shown in the following image:

When the chat session is finished, the following window will appear, asking the chatter to fill out an optional short survey:

If community members attempt to access the chat feature after business hours, the following window will appear, which will allow the chatter to enter information that will prompt an email to be sent to the Centralized Customer Service team to address the matter the next business day:

Centralized Customer Service Phone Number 

The City will soon offer a centralized customer service phone number. The singular phone number will provide community members with a fully centralized customer service experience at City Hall and reduce government footprint in the historic Uptown district. Even before onsite operations begin at the renovated City Hall complex, the centralized phone number will offer the following benefits:

• Easy Access: Simplify your interactions with the City.

• Quick Answers: Get the information you need, fast.

• Streamlined Solutions: Connect with the right department, every time.

• Friendly Service: Our dedicated customer service agents are always happy to help.

For updates on the customer service number activation and the City Hall Improvement Project, please check this page and stay tuned to the City's social media channels.

Project Updates

Please return to this page (www.westerville.org/CityHall) for future project updates.