City Of Reno: City Of Reno Enhancing Customer Service And Innovation Delivery For Residents

Press release from the City of Reno:

07/20/2021 3:07 PM

Since Doug Thornley became Reno City Manager in October 2020, he has worked to enhance customer service and innovation delivery for residents. In an organizational move toward advancing that goal, Thornley and his executive team are announcing the creation of a new Office of Innovation and Experience within the City Manager’s Office.

“The pandemic has shown us we can and must be more innovative in our approach to serving our citizens,” City Manager Doug Thornley said. “This new office will work collaboratively with internal and external partners to drive innovation and efficiencies at the City while also working to improve service delivery for every resident. I'm excited to see the positive impact that this will have on our organization and city.” 

“We want our citizens to know that it is no longer business as usual at the City of Reno,” Mayor Hillary Schieve said. “We must continue to think outside the box and adjust with the times.”

The new office will be led by former City Clerk, Ashley D. Turney, who recently resigned from her position in the City Clerk’s Office to become the Chief Innovation and Experience Officer. The City will work to implement a new digital customer relationship platform that will better track issues citizens raise, citywide, and respond to them more immediately. This will include bolstering the City’s Reno Direct, digital engagement, and community engagement efforts. In addition, a more innovative and focused approach on arts and special events will allow them to be even more of an economic driver in our community, as well as a benefit to our residents.

At its Wednesday, July 21, 2021, Regular Meeting, the Reno City Council will consider the appointment of an interim City Clerk based on the resignation and reassignment of Turney.

With a specific City of Reno strategic priority outlined to cultivate alliances with regional partners, both public and private, to address mutual challenges and create opportunities for effective and efficient service delivery, Thornley has made several key additions since October to the City of Reno leadership team: 

• Turney was recently named Chief Innovation and Experience Officer
• Jackie Bryant was hired as the new Assistant City Manager 
• JW Hodge was hired as the new Director of the Office of Policy and Strategy
• Kannaiah Vadlakunta was hired as the new Director of the Department of Information Technology (DoIT)
• Norma Santoyo was hired as the new Director of Human Resources

The City of Reno has also contracted with Ralph Andersen & Associates, an executive research firm, to conduct the recruitment for an additional Assistant City Manager position.

This press release was produced by the City of Reno. The views expressed here are the author’s own.